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US5857018A
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Automatic call distributor with prioritization
Assignee: Rockwell Firstpoint Contact Corp
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Filing: 1997-09-26
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Granted: 1999-01-05
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Expires: 2017-09-26
Abstract
Abstract An automatic call distributor (ACD) for routing application, external position and internal position telephone calls to one of a plurality of agents is disclosed. Priority levels of the different types of calls are selectively assigned for each individual agent and can be changed as desired. When a plurality of incoming calls having different call types are received concurrently for a particular agent, the call of the call type having the highest priority as determined for the particular agent is connected to the particular agent first.
Inventors
- 👤 Roger A. Sumner
- 👤 Thomas S. Holtaway
- 👤 John P. Lenihan
- 👤 Daniel F. Baker
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-30 13:11
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5232; H04M3/5235
Claims Analysis
Total Claims: 10
Claim 1
Independent Claim
116 words
An automatic call distributor, comprising: means for receiving an application telephone call and routing the received application call to one of a plurality of agents; means for routing an external position call directly to one of said agents; means for routing an internal position call directly to one of said agents; means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent; and means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.
Claim 2
Dependent Claim
116 words
An automatic call distributor, comprising: means for receiving an application telephone call and routing the received application call to one of a plurality of agents; means for routing an external position call directly to one of said agents; means for routing an internal position call directly to one of said agents; means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent; and means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.
Claim 3
Dependent Claim
39 words
The distributor of claim 1 wherein the external and internal position calls are placed in separate lines of incoming calls with priority levels being separately assigned to the position calls dependent upon the line on which they are waiting.
Claim 4
Dependent Claim
15 words
The distributor of claim 1 wherein position calls are prioritized with respect to application calls.
Claim 5
Dependent Claim
15 words
The distributor of claim 1 wherein application calls are distributed among said plurality of agents.
Claim 6
Dependent Claim
15 words
The distributor of claim 1 including means for determining the availability of the particular agent.
Claim 7
Dependent Claim
21 words
The distributor of claim 1 including means for selecting the priority levels of the application, external position, and internal position calls.
Claim 8
Dependent Claim
35 words
The distributor of claim 1 including means for assigning a different priority of distribution to the particular agent for each of the different call types of application calls, external position calls and internal position calls.
Claim 9
Dependent Claim
36 words
The distributor of claim 7 in which the assigning means includes means for selectively assigning a highest priority for application calls, a moderate priority for internal position calls and a lowest priority for external position calls.
Claim 10
Dependent Claim
65 words
The distributor of claim 7 in which the assigning means includes means for selectively assigning a highest priority for one of the types of application, external position and internal position calls, a moderate priority for another of the types of application, external position, and internal position calls, and a third lowest priority for a third type of the application, external position and internal position calls.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-01-04 | 2002-07-06 | 2003-01-05 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-01-04 | 2006-07-06 | 2007-01-05 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-01-04 | 2010-07-06 | 2011-01-05 | $7700.00 | Window Closed / Lapsed |