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:
Jan. 01, 2013
Filed:
Feb. 16, 2005
Shmuel Shaffer, Palo Alto, CA (US);
Gebran G. Chahrouri, Menlo Park, CA (US);
Labhesh Patel, Mountain View, CA (US);
Joseph F. Khouri, San Jose, CA (US);
Shmuel Shaffer, Palo Alto, CA (US);
Gebran G. Chahrouri, Menlo Park, CA (US);
Labhesh Patel, Mountain View, CA (US);
Joseph F. Khouri, San Jose, CA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.