Invention Grant
- Patent Title: End user automatic call distributor network control
- Patent Title (中): 终端用户自动呼叫分配器网络控制
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Application No.: US09886804Application Date: 2001-06-21
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Publication No.: US06850612B2Publication Date: 2005-02-01
- Inventor: John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
- Applicant: John Andrew Johnson , Eric Edward Kampmeier , Steven Robert Krause , David B. Smith , Matthew Richard Smith
- Applicant Address: US NJ Murray Hill
- Assignee: Lucent Technologies Inc.
- Current Assignee: Lucent Technologies Inc.
- Current Assignee Address: US NJ Murray Hill
- Main IPC: H04M3/51
- IPC: H04M3/51 ; H04M3/523 ; H04M3/533 ; H04M3/00

Abstract:
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
Public/Granted literature
- US20020196927A1 End user automatic call distributor network control Public/Granted day:2002-12-26
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