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. 08, 2014
Filed:
Sep. 13, 2005
Steven M. Kagan, Burr Ridge, IL (US);
Sandeep Khanna, Chislehurst, GB;
John Arthur Ricketts, Clarendon Hills, IL (US);
William M. Thompson, New Canaan, CT (US);
Steven M. Kagan, Burr Ridge, IL (US);
Sandeep Khanna, Chislehurst, GB;
John Arthur Ricketts, Clarendon Hills, IL (US);
William M. Thompson, New Canaan, CT (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method and system to optimally route telephone calls between shared service centers is presented. Using a combination of service tiers, Agent Directory, Instant Messaging (IM), and Voice over Internet Protocol (VoIP) provides optimal routing of incoming calls for assistance. The method utilizes different protocols during normal operations, transitional operations, and emergency operations, and addresses Shared Service Center (SSC) planning and management.