Automatic call distribution system using computer network-based communication

US7995740B2 · kind B2 · utility

Assignee

• Avaya Inc. · US

Inventors

• Andrew Thomas Busey · Austin, US
• Mark Lovett Wells · Austin, US
• Peter Novosel · Austin, US
• Govind Balakrishnan · Foster City, US
• Peter Bunyan · Austin, US
• Dwight M. Moore · Austin, US
• Edward Horvath · The Bronx, US
• Kirschen A. Seah · Robins, US
• Stephen P. Zilko · Austin, US
• Zhiyu Zhang · Milton, US
• George Currie · Austin, US
• Mohammed Ehtesham Hoq · Austin, US
• Kenneth Lynn Bowen · Austin, US
• Christopher Sanchez · Austin, US

Key dates

• Filing date: Feb 10, 2006
• Grant date: Aug 9, 2011
• Expiry date: Apr 28, 2030

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/551
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.