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:
Nov. 04, 2014
Filed:
Aug. 15, 2012
Applicants:
Peeyush Jaiswal, Boca Raton, FL (US);
Naveen Narayan, Flower Mound, TX (US);
Inventors:
Peeyush Jaiswal, Boca Raton, FL (US);
Naveen Narayan, Flower Mound, TX (US);
Assignee:
Nuance Communications, Inc., Burlington, MA (US);
Primary Examiner:
Int. Cl.
CPC ...
H04M 1/64 (2006.01); H04M 1/2745 (2006.01); H04M 1/725 (2006.01);
U.S. Cl.
CPC ...
H04M 1/2745 (2013.01); H04M 1/72561 (2013.01);
Abstract
A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.