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. 28, 2009
Filed:
Dec. 17, 2003
Ran Ezerzer, San Diego, CA (US);
Roberto Armando Portillo Jarquin, San Diego, CA (US);
Ali Aljane, San Diego, CA (US);
Eli Ben Borodow, San Diego, CA (US);
Gerald Augustin Holly, Jr., San Diego, CA (US);
Edwin Kenneth Margulies, Las Vegas, NV (US);
Ran Ezerzer, San Diego, CA (US);
Roberto Armando Portillo Jarquin, San Diego, CA (US);
Ali Aljane, San Diego, CA (US);
Eli Ben Borodow, San Diego, CA (US);
Gerald Augustin Holly, Jr., San Diego, CA (US);
Edwin Kenneth Margulies, Las Vegas, NV (US);
Oracle International Corporation, Redwood Shores, CA (US);
Abstract
A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.