Computer-telephony integration that uses features of an automatic call distribution system

US6947543B2 · kind B2 · utility

Assignee

• Avaya Technology LLC · US

Inventors

• Joaquin Omar Alvarado · Eatontown, US
• Didina Burok · Matawan, US
• Andrew D. Flockhart · Thornton, US
• Eugene P. Mathews · Marco Island, US
• Peter Matteo · Eatontown, US
• Christopher Moss · Flower Mound, US
• Robert Daniel Nalbone · Boulder, US

Key dates

• Filing date: Jan 3, 2002
• Grant date: Sep 20, 2005
• Expiry date: Dec 2, 2022

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/6018
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) of an ACD system (101), whereby the ACD system and its management information system (MIS 110) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues (185) of the CTI adjunct, but also causes agents (102-104) that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues (130) of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.