Computer-telephony integration that uses features of an...

Details Computer-telephony integration that uses features of an... Computer-telephony integration that uses features of an...

2005-09-20

2005-09-20

Tieu, Benny (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265130

Reexamination Certificate

active

06947543

ABSTRACT:
In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) of an ACD system (101), whereby the ACD system and its management information system (MIS110) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues (185) of the CTI adjunct, but also causes agents (102-104) that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues (130) of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.

REFERENCES:
patent: 5991392 (1999-11-01), Miloslavsky
patent: 6122365 (2000-09-01), Yegoshin
patent: 6137862 (2000-10-01), Atkinson et al.
patent: 6681010 (2004-01-01), Anderson et al.
patent: 2003/0026414 (2003-02-01), Baker et al.
patent: 2003/0095652 (2003-05-01), Mengshoel et al.
patent: WO 01/13606 (2001-02-01), None
EP Appl. No. 02254941.4, EPO Office Action dated Mar. 24, 2004.

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