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:
Sep. 20, 2005
Filed:
Jan. 03, 2002
Joaquin Omar Alvarado, Eatontown, NJ (US);
Didina Burok, Matawan, NJ (US);
Andrew D. Flockhart, Thornton, CO (US);
Eugene P. Mathews, Barrington, IL (US);
Peter J. Matteo, Eatontown, NJ (US);
Christopher Moss, Flower Mound, TX (US);
Robert Daniel Nalbone, Thornton, CO (US);
Joaquin Omar Alvarado, Eatontown, NJ (US);
Didina Burok, Matawan, NJ (US);
Andrew D. Flockhart, Thornton, CO (US);
Eugene P. Mathews, Barrington, IL (US);
Peter J. Matteo, Eatontown, NJ (US);
Christopher Moss, Flower Mound, TX (US);
Robert Daniel Nalbone, Thornton, CO (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
In a computer-telephony integrated (CTI) contact center, a CTI adjunct () enqueues contacts in contact queues () of the CTI adjunct, but also causes contacts that are calls () to be enqueued as ACD calls in ACD call queues () of an ACD system (), whereby the ACD system and its management information system (MIS) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues () of the CTI adjunct, but also causes agents () that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues () of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.