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:
Feb. 17, 2009
Filed:
Sep. 24, 2002
Mark J. Power, Carol Stream, IL (US);
Anthony J. Dezonno, Bloomingdale, IL (US);
Roger A. Sumner, Batavia, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Craig R. Shambaugh, Wheaton, IL (US);
Mark J. Michelson, Elburn, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Mark J. Power, Carol Stream, IL (US);
Anthony J. Dezonno, Bloomingdale, IL (US);
Roger A. Sumner, Batavia, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Craig R. Shambaugh, Wheaton, IL (US);
Mark J. Michelson, Elburn, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Other;
Abstract
A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.