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:
Dec. 08, 2009
Filed:
Apr. 26, 2005
Shmuel Shaffer, Palo Alto, CA (US);
Mohammed I. Darwish, Sunnyvale, CA (US);
Labhesh Patel, Mountain View, CA (US);
Shmuel Shaffer, Palo Alto, CA (US);
Mohammed I. Darwish, Sunnyvale, CA (US);
Labhesh Patel, Mountain View, CA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.
Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile