Method and apparatus for processing customer contacts using a state machine
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United States of America Patent
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Nov 29, 2011
Grant Date -
Oct 27, 2005
app pub date -
Apr 26, 2004
filing date -
Apr 26, 2004
priority date (Note) -
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status (Latency Note)
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Abstract
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.
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