System and method for dynamic queuing in an automatic call distributor

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United States of America Patent

PATENT NO 7233980
SERIAL NO

09735427

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Abstract

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A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.

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Patent Owner(s)

Patent OwnerAddress
SILICON VALLEY BANK AS ADMINISTRATIVE AGENT3003 TASMAN DRIVE HF 150 SANTA CLARA CA 95054

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Holden, Mark J Allen, TX 4 229
Orton, Scott L Allen, TX 7 289

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