Patent · US Active

Directing contacts between an end user and a contact center agent

US7403607B2 · kind B2 · utility

12Cited by

0References

20Claims

0Family size

Assignee

Nortel Networks Limited · CA

Inventors

Patrick Hession · Oranmore, IE
Andrew J. Prokop · Windom, US
Tony McCormack · Galway, IE

Key dates

Filing date	Dec 23, 2003
Grant date	Jul 22, 2008
Priority date	—
Expiry date	Jul 31, 2026

Classification

Technology area (CPC H)Electricity
CPC primaryH04L12/66
WIPO fieldDigital communication
WIPO sectorElectrical engineering

Abstract

Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

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