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. 22, 2016
Filed:
Aug. 17, 2015
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventor:
Slava Sayko, Walnut Creek, CA (US);
Assignee:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04L 12/66 (2006.01); H04M 3/51 (2006.01); H04L 29/06 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5191 (2013.01); H04L 65/1006 (2013.01); H04L 65/1069 (2013.01);
Abstract
A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or the interactive voice response.