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:
Jul. 10, 2012
Filed:
Apr. 22, 2008
Joseph Khouri, San Jose, CA (US);
Mukul Jain, San Jose, CA (US);
Laurent Philonenko, San Francisco, CA (US);
Sanjeev Kumar, Sunnyvale, CA (US);
Joseph Khouri, San Jose, CA (US);
Mukul Jain, San Jose, CA (US);
Laurent Philonenko, San Francisco, CA (US);
Sanjeev Kumar, Sunnyvale, CA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.