ACD multimedia customer contact routing with delay announcements
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
Jan 24, 2006
Grant Date -
N/A
app pub date -
Feb 16, 2000
filing date -
Mar 1, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and apparatus are provided for routing multimedia calls within an automatic call distributor system having a automatic call distributor coupled to the public switched telephone network and a host coupled to the Internet. The method includes the steps of receiving an Internet call from an Internet caller by the host through the Internet, requesting an agent assignment for handling the Internet call from the automatic call distributor coupled to the public switched telephone network and transferring the Internet call to a terminal of the agent assigned by the automatic call distributor.
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