Call center queue administration

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 6882641
SERIAL NO

09511256

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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A feature server, e.g., a stored program controller, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber-administered questionnaire to callers. The information in the questionnaire, when completed by the calling party, can be used to automatically route the call or to reposition the call in the incoming call queue. Alternatively, the completed, or even partially completed questionnaire may be displayed in a 'pop up' window to a subscriber's operator who can then use the information to assist the caller or, without need of answering the call, to reposition the call within the queue or to divert the call to another directory number. In addition, information previously provided in a questionnaire completed by a caller is stored so that when the caller calls again, the stored information may be employed to more efficiently process the call.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AG Communication Systems CorporationPHOENIX, AZ52
LUCENT TECHNOLOGIES INC.MURRAY HILL, NJ6833

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gallick, Robert Lawrence Phoenix, AZ 9 210
Hewell, James Franklin Glendale, AZ 2 140
Spenik, John Wesley Phoenix, AZ 4 220

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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* Cited By Examiner

Patent Citation Ranking

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Patent Info (Count) # Cites Year
 
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