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:
Nov. 29, 2011
Filed:
Apr. 26, 2004
Anthony Dezonno, Bloomingdale, IL (US);
Anthony Dezonno, Bloomingdale, IL (US);
Aspect Software, Inc., Lombard, IL (US);
Abstract
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.