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:
Feb. 09, 2012
Richard Pickering, Whitchurch, GB;
Ashley Unitt, Whitchurch, GB;
Jonathan Grant, Whitchurch, GB;
Anthony Buxton, Whitchurch, GB;
Richard Pickering, Whitchurch, GB;
Ashley Unitt, Whitchurch, GB;
Jonathan Grant, Whitchurch, GB;
Anthony Buxton, Whitchurch, GB;
NewVoiceMedia Limited, Basingstoke, GB;
Abstract
A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile of the caller by matching the indicia to a previously-stored indicia in a call history database collocated with the CTI server, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.