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. 20, 2008
Filed:
Nov. 18, 2004
Nikolay Anisimov, Concord, CA (US);
Petr Makagon, San Francisco, CA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Andrey Ryabchun, San Francisco, CA (US);
Nikolay Anisimov, Concord, CA (US);
Petr Makagon, San Francisco, CA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Andrey Ryabchun, San Francisco, CA (US);
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Abstract
A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.