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. 13, 2013
Filed:
Sep. 30, 2004
George William Erhart, Pataskala, OH (US);
David Joseph Skiba, Golden, CO (US);
Venkatesh Krishnaswamy, Holmdel, NJ (US);
Ravi Sethi, Far Hills, NJ (US);
Valentine C. Matula, Granville, OH (US);
George William Erhart, Pataskala, OH (US);
David Joseph Skiba, Golden, CO (US);
Venkatesh Krishnaswamy, Holmdel, NJ (US);
Ravi Sethi, Far Hills, NJ (US);
Valentine C. Matula, Granville, OH (US);
Avaya, Inc., Basking Ridge, NJ (US);
Abstract
A method is disclosed that coordinates the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or 'SIP') to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at the agent's telecommunications terminal at the same time the call arrives.
Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile