Patent · US Expired

METHODS AND APPARATUS FOR CONTROLLING CALL PULLBACK BY AN AUTOMATIC CALL DISTRIBUTION (ACD) SYSTEM FROM AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM AND FOR ALLOWING AN ACD CALLER TO COMPLETE A CRITICAL TRANSACTION WHILE CONNECTED TO THE IVR

US6819756B2 · kind B2 · utility

6Cited by

18References

48Claims

0Family size

Assignee

Siemens Information and Communication Networks, Inc. · US

Inventors

Peggy M. Stumer · Boca Raton, US
Eugene A. Wodka · Loxahatchee Groves, US

Key dates

Filing date	May 4, 2001
Grant date	Nov 16, 2004
Priority date	—
Expiry date	Jul 19, 2022

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/5166
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

Methods and apparatus for controlling the ability of an ACD server to pull back a call from an IVR server and for allowing an ACD caller to complete a critical transaction while connected to an IVR include special processing and network signaling which enable the ACD to set a pull back status flag and grant permission to the IVR to request a change in the pull back status flag. An exemplary protocol and message encoding are disclosed.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.