Patent · US Active

Use of intelligent directed broadcast in contact center solutions

US7729277B2 · kind B2 · utility

3Cited by

7References

20Claims

0Family size

Assignee

Cisco Technology, Inc. · US

Inventors

Kenneth Jordan · Groton, US
Lawrence E. Johnson · Gladstone, US
Kevin Collins · Roseville, US
Michael P. Lepore · Trumbull, US
Paul Schechinger · Londonderry, US

Key dates

Filing date	Feb 28, 2007
Grant date	Jun 1, 2010
Priority date	—
Expiry date	Oct 12, 2028

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2201/40
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

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