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:
May. 24, 2005
Filed:
Dec. 04, 2000
Yuri Shtivelman, Belmont, CA (US);
Nikolay A. Anisimov, Walnut Creek, CA (US);
Gregory Pogossians, Palo Alto, CA (US);
Vladimir N. Deryugin, Lafayette, CA (US);
Dmytro G. Balkin, San Bruno, CA (US);
Luben Gueorguiev Stoilov, Fairfax, CA (US);
Yuri Shtivelman, Belmont, CA (US);
Nikolay A. Anisimov, Walnut Creek, CA (US);
Gregory Pogossians, Palo Alto, CA (US);
Vladimir N. Deryugin, Lafayette, CA (US);
Dmytro G. Balkin, San Bruno, CA (US);
Luben Gueorguiev Stoilov, Fairfax, CA (US);
Genesys Telecommunications, Daly City, CA (US);
Abstract
A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.