US Patent No: 6,546,087

Number of patents in Portfolio can not be more than 2000

Method and system for enabling queue camp-on for skills-based routing

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ALSO PUBLISHED AS: 20020114432
ATTORNEY / AGENT: (SPONSORED)
 

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Abstract

In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
SIEMENS ENTERPRISE COMMUNICATIONS, INC.BOCA RATON, FL528

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Beyda, William J Cupertino, CA 213 3197
Shaffer, Shmuel Palo Alto, CA 576 6055
Wuerfel, Randall P Santa Clara, CA 1 104

Cited Art

Patent Info (Count) # Cites Year
 
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AT&T CORP. (1)
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SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
5,825,869 Call management method and system for skill-based routing 395 1996

Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
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6,898,275 Method and apparatus for providing expanded telecommunications service 102 2002
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7,266,185 Methods and apparatus for returning a call over a telephony system 7 2004
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7,409,048 Call processing and subscriber registration systems and methods 9 2004
7,308,081 Methods and systems for telephony call completion 8 2005
7,688,958 Methods and apparatus for providing expanded telecommunications service 18 2005
7,852,749 Methods and systems for routing telecommunications 25 2005
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7,555,110 Methods and apparatus for providing expanded telecommunications service 18 2005
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8,000,455 Methods and systems for call processing 2 2006
7,822,188 Methods and apparatus for providing expanded telecommunications service 20 2006
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8,270,582 Methods and systems for routing calls 0 2007
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8,401,164 Methods and apparatus for providing expanded telecommunications service 0 2008
8,259,911 Call processing and subscriber registration systems and methods 0 2008
8,325,901 Methods and apparatus for providing expanded telecommunications service 0 2009
8,064,588 Systems and methods for call screening 1 2009
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CISCO TECHNOLOGY, INC. (27)
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8,121,879 Automatically generating assessments of qualification relevance and qualification issuer credibility 1 2010
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AVAYA INC. (5)
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7,599,861 System and method for closed loop decisionmaking in an automated care system 8 2006
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8,009,822 System for geographic agent routing 0 2006
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OBJECT VIDEO, INC. (1)
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OTHER [CHECK PATENT PROFILE FOR ASSIGNMENT INFORMATION] (1)
8,447,285 Methods and systems for managing telecommunications and for translating voice messages to text messages 0 2008

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