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. 23, 2005
Filed:
Aug. 16, 1999
John Klein, Dracut, MA (US);
Raghurama Bhat, Sunnyvale, CA (US);
Yannis Cosmadoupoulos, San Francisco, CA (US);
John Klein, Dracut, MA (US);
RagHurama Bhat, Sunnyvale, CA (US);
Yannis Cosmadoupoulos, San Francisco, CA (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
A contact routing system is disclosed comprising: a plurality of media connectors which receive incoming customer contacts from an equal plurality of media channels; and contact routing logic which routes the incoming contacts to particular customer service representatives ('CSRs') based on the particular media channel over which the contacts were received and the skill sets of the CSRs. Also described is a method for routing customer contacts comprising the steps of: receiving incoming customer contacts from a plurality of media channels; and routing the incoming customer contacts particular customer service representatives ('CSRs') based on the media channel over which the contacts are received and the skill sets of the particular CSRs.