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:
Aug. 03, 2010
Filed:
Feb. 24, 2006
Jeffrey William Cordell, Omaha, NE (US);
Gregory Stuart Cardin, Omaha, NE (US);
James K Boutcher, Omaha, NE (US);
Jeffrey William Cordell, Omaha, NE (US);
Gregory Stuart Cardin, Omaha, NE (US);
James K Boutcher, Omaha, NE (US);
West Corporation, Omaha, NE (US);
Abstract
A system, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call comprises: a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, a virtual automated call distributor (VACD), an interactive voice response (IVR) system that requests an agent's identification from the VACD, where the VACD and the web server are coupled to the IVR system, where the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD, and an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, where the IVR system queries the ADE for user name information relating to the web server, where the ADE queries an agent table for a user name, and where the agent is routed to a preferred communications platform at any time based on at least one of: a site, a project identification, a project load, and an attribute of the agent.