The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 30, 2004
Filed:
Dec. 03, 2001
Michael Wayne Brown, Georgetown, TX (US);
David R. Cheng, Wilmington, DE (US);
Wing-Ying Stephanie Leung, Ann Arbor, MI (US);
Folu Okunseinde, Oakhurst, NJ (US);
Michael A. Paolini, Austin, TX (US);
Seema Sheth-Voss, Cambridge, MA (US);
Scott Lee Winters, Austin, TX (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method, system, and program for managing a caller profile for multiple callers across multiple call hold centers are provided. Multiple call centers preferably subscribe to a remote caller profile server that manages caller profiles that are distributable to the multiple call centers. Each of the multiple call centers utilizes caller profiles to specify services to the callers related to the caller profiles when those callers are placed on hold within the caller centers. In addition, each of the call centers monitors the activity of callers while on hold and transfers the monitored activity information to the remote caller profile server to update the caller profiles.