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:
Jun. 12, 2012
Filed:
Apr. 06, 2006
Paul C. Rogers, Glendale, AZ (US);
S. Thomas Emerson, Phoenix, AZ (US);
John M. Saltwick, Carefree, AZ (US);
John J. Daleiden, Phoenix, AZ (US);
Gregory S. Wohlenberg, Tempe, AZ (US);
Mark E. Fogle, Scottsdale, AZ (US);
Paul C. Rogers, Glendale, AZ (US);
S. Thomas Emerson, Phoenix, AZ (US);
John M. Saltwick, Carefree, AZ (US);
John J. Daleiden, Phoenix, AZ (US);
Gregory S. Wohlenberg, Tempe, AZ (US);
Mark E. Fogle, Scottsdale, AZ (US);
Aspect Sofware, Inc., Lombard, IL (US);
Abstract
A call management method and system. The system includes at least one user position, comprising a computer workstation and a telephone apparatus that is associated with the computer workstation. In addition, the system includes a call management computer comprising a memory; and a digital data network to connect the computer workstation with the call management computer. The memory is used to store a plurality of call processing rules that determine how a call, directed to a user, is to be processed. The plurality of call processing rules is defined by the computer workstation before the call is received. The call management computer intercepts the call, that is incoming, to a first user position that is included in the at least one user position. The call management computer determines that the call is for the first user position and interacts with the memory to determine how the call is processed based on the plurality of call processing rules. Finally, the call management computer processes the call according to instructions of at least one applicable call processing rule that is included in the plurality of call processing rules.