Object oriented system and method for directing incoming telephone calls
US6754332B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 2, 1998 |
| Grant date | Jun 22, 2004 |
| Priority date | — |
| Expiry date | Nov 2, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/54
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automatic call distributor (ACD) system, which includes an object-oriented system for defining one or more call treatments is provided. The system includes a first graphical user interface including a plurality of data record fields, which define data applicable to handling an incoming call. Also included is a second graphical user interface, which is configured to accept one or more tests based on the data included in the data record fields applicable to the handling of an incoming call. The first and second graphical user interfaces include a plurality of icons and data entry fields, which are manipulated by a system user to create and modify a call treatment. Once created, call treatments are displayed in a graphical format on a third graphical user interface, which allows one or more portions of a displayed call treatment to be altered by selecting the graphical representation of the relevant portion using a computer mouse or other point and click device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.