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:
Jun. 19, 2007
Filed:
Dec. 12, 2000
Mark J. Holden, Allen, TX (US);
Scott L. Orton, Allen, TX (US);
Mark J. Holden, Allen, TX (US);
Scott L. Orton, Allen, TX (US);
Nortel Networks Limited, St. Laurent, Quebec, CA;
Abstract
A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.