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:
Jul. 21, 2009
Filed:
Dec. 19, 2003
Michael O'keeffe, Galway, IE;
Liam Loftus, Galway, IE;
Michael O'Keeffe, Galway, IE;
Liam Loftus, Galway, IE;
Nortel Networks Limited, St. Laurent, Quebec, CA;
Abstract
A contact relating to a communication being processed in a contact center (such as for example a voice call, video call or chat session) is allocated a unique identifier. A web page is accessible to the remote customer involved in the communication. On entering the unique identifier in the web page the user is provided with a customised page including information regarding the status of the contact (such as for example queue position, queue skillset, and expected wait time) and the user can select options in this page to influence the processing of the contact by the contact center, such as by switching queues, requesting a specific agent to handle the contact or terminating the contact and substituting an email or a callback request.