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. 09, 2011
Filed:
Feb. 10, 2006
Andrew T. Busey, Austin, TX (US);
Mark Lovett Wells, Austin, TX (US);
Peter Novosel, Austin, TX (US);
Govind Balakrishnan, Round Rock, TX (US);
Peter Bunyan, Austin, TX (US);
Dwight M. Moore, Austin, TX (US);
Edward C. Horvath, Austin, TX (US);
Kirschen Alcyone Seah, Austin, TX (US);
Stephen P. Zilko, Austin, TX (US);
Zhiyu Zhang, Austin, TX (US);
George Currie, Austin, TX (US);
Mohammed Ehtesham Hoq, Austin, TX (US);
Kenneth Lynn Bowen, Austin, TX (US);
Christopher Sanchez, Austin, TX (US);
Andrew T. Busey, Austin, TX (US);
Mark Lovett Wells, Austin, TX (US);
Peter Novosel, Austin, TX (US);
Govind Balakrishnan, Round Rock, TX (US);
Peter Bunyan, Austin, TX (US);
Dwight M. Moore, Austin, TX (US);
Edward C. Horvath, Austin, TX (US);
Kirschen Alcyone Seah, Austin, TX (US);
Stephen P. Zilko, Austin, TX (US);
Zhiyu Zhang, Austin, TX (US);
George Currie, Austin, TX (US);
Mohammed Ehtesham Hoq, Austin, TX (US);
Kenneth Lynn Bowen, Austin, TX (US);
Christopher Sanchez, Austin, TX (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for 'blending' of different communication types to provide a single interface to the agent.