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:
Aug. 16, 2005
Filed:
Aug. 30, 2002
Mark J. Michelson, Elburn, IL (US);
Roger A. Sumner, Batavia, IL (US);
Mark J. Power, Carol Stream, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Craig R. Shambaugh, Wheaton, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Anthony J. Denzonno, Bloomingdale, IL (US);
Mark J. Michelson, Elburn, IL (US);
Roger A. Sumner, Batavia, IL (US);
Mark J. Power, Carol Stream, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Craig R. Shambaugh, Wheaton, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Anthony J. Denzonno, Bloomingdale, IL (US);
Rockwell Electronic Commerce Technologies, L. L. C., Wood Dale, IL (US);
Abstract
A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.