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:
Apr. 12, 2005
Filed:
Jan. 22, 1998
Alec Miloslavsky, San Carlos, CA (US);
Jason Goecke, San Francisco, CA (US);
Vladimir N. Deryugin, San Mateo, CA (US);
Dmitry A. Torba, San Bruno, CA (US);
Igor Neyman, Palo Alto, CA (US);
Oleg Turovsky, San Francisco, CA (US);
Alec Miloslavsky, San Carlos, CA (US);
Jason Goecke, San Francisco, CA (US);
Vladimir N. Deryugin, San Mateo, CA (US);
Dmitry A. Torba, San Bruno, CA (US);
Igor Neyman, Palo Alto, CA (US);
Oleg Turovsky, San Francisco, CA (US);
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Abstract
An IPNT call center is provided wherein agent's computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.