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. 03, 2008
Filed:
Jul. 31, 2003
Carl Schoeneberger, Dallas, TX (US);
Justin Broughton, Alameda, CA (US);
Michael P. Dimitroff, Sunnyvale, CA (US);
Kevin Mcpartian, Saratoga, CA (US);
Charles Hymes, Pacifica, CA (US);
Chandra Pisupati, Mountain View, CA (US);
Carl Schoeneberger, Dallas, TX (US);
Justin Broughton, Alameda, CA (US);
Michael P. Dimitroff, Sunnyvale, CA (US);
Kevin McPartian, Saratoga, CA (US);
Charles Hymes, Pacifica, CA (US);
Chandra Pisupati, Mountain View, CA (US);
Intervoice, Inc., Dallas, TX (US);
Abstract
The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.