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:
Feb. 01, 2005
Filed:
Jun. 21, 2001
John Andrew Johnson, Wheaton, IL (US);
Eric Edward Kampmeier, Sycamore, IL (US);
Steven Robert Krause, Naperville, IL (US);
David B. Smith, Hinsdale, IL (US);
Matthew Richard Smith, Hinsdale, IL (US);
John Andrew Johnson, Wheaton, IL (US);
Eric Edward Kampmeier, Sycamore, IL (US);
Steven Robert Krause, Naperville, IL (US);
David B. Smith, Hinsdale, IL (US);
Matthew Richard Smith, Hinsdale, IL (US);
Lucent Technologies Inc., Murray Hill, NJ (US);
Abstract
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.