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:
Feb. 25, 2014
Filed:
Dec. 16, 2011
Jonathan Paden, Austin, TX (US);
Bobby Sams, Austin, TX (US);
Jon Harris, Little Elm, TX (US);
AT&T Intellectual Property, L.P., Atlanta, GA (US);
Abstract
A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.