Multimedia managing and prioritized queuing system integrated with intelligent routing capability
US6263066A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Jun 11, 1998 |
| Grant date | Jul 17, 2001 |
| Priority date | — |
| Expiry date | Jun 11, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13389
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.