US 6,263,066 B1Granted

Multimedia managing and prioritized queuing system integrated with intelligent routing capability

AssigneeGenesys Telecommunications Laboratories, Inc.

InventorsYuri Shtivelman, Alec Miloslavsky, Oleg Bondarenko, Igor Neyman, Douglas Gisby, Paul Cronin

Life of this patent

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Abstract

A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

Claims15

Dependent claims

In a multimedia call center having a switching apparatus for receiving and switching media requests including connection-oriented, switched telephony (COST) telephone calls, and Internet protocol network telephony (IPNT) calls to telephony apparatus at connected agent stations, a queuing system comprising;

an interactive voice response (IVR) system advising a COST caller, or an IPNT caller of expected wait time in queue and enabling the caller to leave a callback request;
and
a queue controller;
wherein a call back request from either the COST or IPNT call is queued at the same point in the queue the call would be if originally placed in queue when the call was initially received, before interaction with the IVR or server, a call back is placed such that connection with the caller is achieved by the time the call back request reaches the head of queue, and after establishing a live call with the original caller via the call-back the queuing system places the resulting live call at or near the head of the queue for quick distribution to an appropriate agent.

1 more element

Dependencies are inferred from the claim text.

Facts

Application: 09/096,729Filed 11 Jun 1998 · continuation in part
Priority: 6 Feb 1997
Granted: 17 Jul 2001
Term ends: Not estimatedThe source records don’t support an estimate.

Classification56 codes

G06Q 10/107
Office automation; Time management: computer-aided management of electronic mailing [e-mailing]
H04L 9/40
Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols: network security protocols
H04L 51/214
Monitoring or handling of messages: using selective forwarding
H04L 51/56
User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail: unified…

Family

Application08/795,680Parent of this continuation-in-part · filed 6 Feb 1997
Application08/928,211Parent of this continuation-in-part · filed 12 Sep 1997
Application09/024,825Parent of this continuation-in-part · filed 17 Feb 1998
Application09/024,933Parent of this continuation-in-part · filed 17 Feb 1998
US 6,044,146 AParent of this continuation-in-part
US 6,002,760 AParent of this continuation-in-part
US 5,926,539 AParent of this continuation-in-part
US 5,765,033 AParent of this continuation-in-part
US 6,263,066 B1This patent

From the US filing history. Foreign family members aren’t listed.