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. 02, 2010
Filed:
Mar. 21, 2002
Gebran G. Chahrouri, Menlo Park, CA (US);
Kevin T. Collins, Roseville, CA (US);
Labhesh Patel, Mountain View, CA (US);
Chris S. L. Yeo, Santa Clara, CA (US);
Gebran G. Chahrouri, Menlo Park, CA (US);
Kevin T. Collins, Roseville, CA (US);
Labhesh Patel, Mountain View, CA (US);
Chris S. L. Yeo, Santa Clara, CA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.