US5937057A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Video/audio communications call center and method of operation thereof
Assignee: Cisco Technology Inc
•
Filing: 1997-03-05
•
Granted: 1999-08-10
•
Expires: 2017-03-05
Abstract
Abstract For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of the plurality of agent stations, a system and method that allows the audio ACD to route an audio/video call received into the call center. The system includes: (1) an audio/video call control circuit for responding to a video portion of an incoming audio/video call from the communications network and routing an audio portion of the incoming audio/video call to the audio ACD, the audio ACD processing the audio portion as an incoming audio call and routing the audio portion to one of the plurality of agent stations and (2) a video routing circuit for determining an identity of the one of the plurality of agent stations and routing the video portion to the one of the plurality of agent stations in response thereto, both the audio portion and the video portion of the incoming audio/video call thereby routed to the one of the plurality of agent stations in response to routing control given by the audio ACD.
Inventors
- 👤 Robert T. Bell
- 👤 Richard B. Platt
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-09 04:38
CPC Classifications
H; H04; H04N; H04N7/00; H04N7/14; H04N7/141; H04N7/147; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M2201/00; H04M2201/50
Claims Analysis
Total Claims: 90
Claim 1
Independent Claim
185 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a system that allows said audio ACD to route an audio/video call received into said call center, comprising: an audio/video call control circuit for responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and a video routing circuit for determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 2
Dependent Claim
185 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a system that allows said audio ACD to route an audio/video call received into said call center, comprising: an audio/video call control circuit for responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and a video routing circuit for determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 3
Dependent Claim
16 words
The system as recited in claim 1 wherein said communications network comprises a public switched network.
Claim 4
Dependent Claim
16 words
The system as recited in claim 1 wherein said communications network comprises a private switched network.
Claim 5
Dependent Claim
18 words
The system as recited in claim 1 wherein said incoming audio/video call is received from a video kiosk.
Claim 6
Dependent Claim
21 words
The system as recited in claim 1 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 7
Dependent Claim
19 words
The system as recited in claim 1 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 8
Dependent Claim
27 words
The system as recited in claim 1 wherein said audio ACD transmits a signal representing said routing control to said video routing circuit via a signaling path.
Claim 9
Dependent Claim
33 words
The system as recited in claim 1 wherein said incoming audio/video call comprises computer data, said computer data routed to said one of said plurality of agent stations through said video routing circuit.
Claim 10
Dependent Claim
36 words
The system as recited in claim 1 wherein said audio/video call control circuit processes an initial set of video messages and said video routing circuit routes said messages to a calling party through said communications network.
Claim 11
Dependent Claim
34 words
The system as recited in claim 1 wherein said audio/video call control circuit terminates said incoming audio/video call when said one of said plurality of agent stations releases said video portion of said call.
Claim 12
Dependent Claim
188 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a method that allows said audio ACD to route an audio/video call received into said call center, comprising the steps of: responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD with an audio/video call control circuit, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto with a video routing circuit, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 13
Dependent Claim
188 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a method that allows said audio ACD to route an audio/video call received into said call center, comprising the steps of: responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD with an audio/video call control circuit, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto with a video routing circuit, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 14
Dependent Claim
16 words
The method as recited in claim 11 wherein said communications network comprises a public switched network.
Claim 15
Dependent Claim
16 words
The method as recited in claim 11 wherein said communications network comprises a private switched network.
Claim 16
Dependent Claim
18 words
The method as recited in claim 11 wherein said incoming audio/video call is received from a video kiosk.
Claim 17
Dependent Claim
21 words
The method as recited in claim 11 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 18
Dependent Claim
19 words
The method as recited in claim 11 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 19
Dependent Claim
32 words
The method as recited in claim 11 further comprising the step of transmitting a signal representing said routing control from said audio ACD to said video routing circuit via a signaling path.
Claim 20
Dependent Claim
42 words
The method as recited in claim 11 wherein said incoming audio/video call comprises computer data, the step of determining further comprises the step of routing said computer data to said one of said plurality of agent stations through said video routing circuit.
Claim 21
Dependent Claim
58 words
The method as recited in claim 11, wherein: the step of responding comprises the step of processing an initial set of video messages with said audio/video call control circuit; and the step of determining comprises the step of routing said initial set of video messages to a calling party through said communications network with said video routing circuit.
Claim 22
Dependent Claim
39 words
The method as recited in claim 11 further comprising the step of terminating said incoming audio/video call with said audio/video call control circuit when said one of said plurality of agent stations releases said video portion of said call.
Claim 23
Dependent Claim
201 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a system that allows said audio ACD to route an audio/video call received into said call center, comprising: an audio/video call control circuit, having an associated call queue, for storing a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and generating a control signal to route said audio portion to one of said plurality of agent stations; and an audio/video routing circuit for determining an identity of said one of said plurality of agent stations and routing said both said audio portion and said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to said control signal generated by said audio ACD.
Claim 24
Dependent Claim
201 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a system that allows said audio ACD to route an audio/video call received into said call center, comprising: an audio/video call control circuit, having an associated call queue, for storing a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and generating a control signal to route said audio portion to one of said plurality of agent stations; and an audio/video routing circuit for determining an identity of said one of said plurality of agent stations and routing said both said audio portion and said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to said control signal generated by said audio ACD.
Claim 25
Dependent Claim
16 words
The system as recited in claim 21 wherein said communications network comprises a public switched network.
Claim 26
Dependent Claim
16 words
The system as recited in claim 21 wherein said communications network comprises a private switched network.
Claim 27
Dependent Claim
18 words
The system as recited in claim 21 wherein said incoming audio/video call is received from a video kiosk.
Claim 28
Dependent Claim
21 words
The system as recited in claim 21 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 29
Dependent Claim
19 words
The system as recited in claim 21 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 30
Dependent Claim
24 words
The system as recited in claim 21 wherein said audio ACD transmits said control signal to said audio/video routing circuit via a signaling path.
Claim 31
Dependent Claim
39 words
The system as recited in claim 21 wherein said incoming audio/video call comprises computer data, said computer data stored in said call queue and routed to said one of said plurality of agent stations through said audio/video routing circuit.
Claim 32
Dependent Claim
36 words
The system as recited in claim 21 wherein said audio/video call control circuit processes an initial set of video messages and said audio/video routing circuit routes said messages to a calling party through said communications network.
Claim 33
Dependent Claim
34 words
The system as recited in claim 21 wherein said audio/video call control circuit terminates said incoming audio/video call when said one of said plurality of agent stations releases said video portion of said call.
Claim 34
Dependent Claim
204 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a method that allows said audio ACD to route an audio/video call received into said call center, comprising the steps of: storing a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD with an audio/video call control circuit, having an associated call queue, said audio ACD processing said audio portion as an incoming audio call and generating a control signal to route said audio portion to one of said plurality of agent stations; and determining an identity of said one of said plurality of agent stations and routing said both said audio portion and said video portion to said one of said plurality of agent stations in response thereto with an audio/video routing circuit, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to said control signal generated by said audio ACD.
Claim 35
Dependent Claim
204 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations, a method that allows said audio ACD to route an audio/video call received into said call center, comprising the steps of: storing a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD with an audio/video call control circuit, having an associated call queue, said audio ACD processing said audio portion as an incoming audio call and generating a control signal to route said audio portion to one of said plurality of agent stations; and determining an identity of said one of said plurality of agent stations and routing said both said audio portion and said video portion to said one of said plurality of agent stations in response thereto with an audio/video routing circuit, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to said control signal generated by said audio ACD.
Claim 36
Dependent Claim
16 words
The method as recited in claim 31 wherein said communications network comprises a public switched network.
Claim 37
Dependent Claim
16 words
The method as recited in claim 31 wherein said communications network comprises a private switched network.
Claim 38
Dependent Claim
18 words
The method as recited in claim 31 wherein said incoming audio/video call is received from a video kiosk.
Claim 39
Dependent Claim
21 words
The method as recited in claim 31 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 40
Dependent Claim
19 words
The method as recited in claim 31 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 41
Dependent Claim
29 words
The method as recited in claim 31 further comprising the step of transmitting said control signal from said audio ACD to said audio/video routing circuit via a signaling path.
Claim 42
Dependent Claim
71 words
The method as recited in claim 31 wherein said incoming audio/video call comprises computer data, the method further comprising the steps of: storing said computer data in said call queue of said audio/video call control circuit; and determining an identity of said one of said plurality of agent stations and routing said computer data to said one of said plurality of agent stations in response thereto with said audio/video routing circuit.
Claim 43
Dependent Claim
58 words
The method as recited in claim 31, wherein: the step of storing comprises the step of processing an initial set of video messages with said audio/video call control circuit; and the step of determining comprises the step of routing said initial set of video messages to a calling party through said communications network with said audio/video routing circuit.
Claim 44
Dependent Claim
39 words
The method as recited in claim 31 further comprising the step of terminating said incoming audio/video call with said audio/video call control circuit when said one of said plurality of agent stations releases said video portion of said call.
Claim 45
Dependent Claim
182 words
A call center, comprising: a plurality of agent stations; an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations; and a system for allowing said audio ACD to route an audio/video call received into said call center, including: an audio/video call control circuit for responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations, and a video routing circuit for determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 46
Dependent Claim
182 words
A call center, comprising: a plurality of agent stations; an audio automatic call distribution system (ACD) for routing an incoming audio call received from a communications network to one of said plurality of agent stations; and a system for allowing said audio ACD to route an audio/video call received into said call center, including: an audio/video call control circuit for responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations, and a video routing circuit for determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 47
Dependent Claim
17 words
The call center as recited in claim 41 wherein said communications network comprises a public switched network.
Claim 48
Dependent Claim
17 words
The call center as recited in claim 41 wherein said communications network comprises a private switched network.
Claim 49
Dependent Claim
19 words
The call center as recited in claim 41 wherein said incoming audio/video call is received from a video kiosk.
Claim 50
Dependent Claim
22 words
The call center as recited in claim 41 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 51
Dependent Claim
20 words
The call center as recited in claim 41 wherein said audio ACD is integrated into a private branch exchange (KPBX).
Claim 52
Dependent Claim
28 words
The call center as recited in claim 41 wherein said audio ACD transmits a signal representing said routing control to said video routing circuit via a signaling path.
Claim 53
Dependent Claim
34 words
The call center as recited in claim 41 wherein said incoming audio/video call comprises computer data, said computer data routed to said one of said plurality of agent stations through said video routing circuit.
Claim 54
Dependent Claim
37 words
The call center as recited in claim 41 wherein said audio/video call control circuit processes an initial set of video messages and said video routing circuit routes said messages to a calling party through said communications network.
Claim 55
Dependent Claim
35 words
The call center as recited in claim 41 wherein said audio/video call control circuit terminates said incoming audio/video call when said one of said plurality of agent stations releases said video portion of said call.
Claim 56
Independent Claim
194 words
A method of operating a call center, comprising the steps of: providing a plurality of agent stations; routing an incoming audio call received from a communications network to one of said plurality of agent stations with an audio automatic call distribution system (ACD); and allowing said audio ACD to route an audio/video call received into said call center, the step of allowing comprising the steps of: responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD with an audio/video call control circuit, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations, and determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto with a video routing circuit, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 57
Independent Claim
194 words
A method of operating a call center, comprising the steps of: providing a plurality of agent stations; routing an incoming audio call received from a communications network to one of said plurality of agent stations with an audio automatic call distribution system (ACD); and allowing said audio ACD to route an audio/video call received into said call center, the step of allowing comprising the steps of: responding to a video portion of an incoming audio/video call from said communications network and routing an audio portion of said incoming audio/video call to said audio ACD with an audio/video call control circuit, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations, and determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto with a video routing circuit, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 58
Dependent Claim
16 words
The method as recited in claim 51 wherein said communications network comprises a public switched network.
Claim 59
Dependent Claim
16 words
The method as recited in claim 51 wherein said communications network comprises a private switched network.
Claim 60
Dependent Claim
18 words
The method as recited in claim 51 wherein said incoming audio/video call is received from a video kiosk.
Claim 61
Dependent Claim
21 words
The method as recited in claim 51 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 62
Dependent Claim
19 words
The method as recited in claim 51 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 63
Dependent Claim
37 words
The method as recited in claim 51 wherein the step of allowing further comprises the step of transmitting a signal representing said routing control from said audio ACD to said video routing circuit via a signaling path.
Claim 64
Dependent Claim
42 words
The method as recited in claim 51 wherein said incoming audio/video call comprises computer data, the step of determining further comprises the step of routing said computer data to said one of said plurality of agent stations through said video routing circuit.
Claim 65
Dependent Claim
58 words
The method as recited in claim 51, wherein: the step of responding comprises the step of processing an initial set of video messages with said audio/video call control circuit; and the step of determining comprises the step of routing said initial set of video messages to a calling party through said communications network with said video routing circuit.
Claim 66
Dependent Claim
44 words
The method as recited in claim 51 wherein the step of allowing further comprises the step of terminating said incoming audio/video call with said audio/video call control circuit when said one of said plurality of agent stations releases said video portion of said call.
Claim 67
Dependent Claim
195 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a wide area network (WAN) to one of said plurality of agent stations, a system that allows said audio ACD to route an audio/video call received into said call center, comprising: a WAN hub for receiving an incoming audio/video call from said WAN; a holding server, having a call queue, for storing a video portion of said incoming audio/video call and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and a multimedia hub for determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 68
Dependent Claim
195 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a wide area network (WAN) to one of said plurality of agent stations, a system that allows said audio ACD to route an audio/video call received into said call center, comprising: a WAN hub for receiving an incoming audio/video call from said WAN; a holding server, having a call queue, for storing a video portion of said incoming audio/video call and routing an audio portion of said incoming audio/video call to said audio ACD, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and a multimedia hub for determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 69
Dependent Claim
15 words
The system as recited in claim 61 wherein said WAN comprises a public switched network.
Claim 70
Dependent Claim
15 words
The system as recited in claim 61 wherein said WAN comprises a private switched network.
Claim 71
Dependent Claim
18 words
The system as recited in claim 61 wherein said incoming audio/video call is received from a video kiosk.
Claim 72
Dependent Claim
21 words
The system as recited in claim 61 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 73
Dependent Claim
19 words
The system as recited in claim 61 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 74
Dependent Claim
26 words
The system as recited in claim 61 wherein said audio ACD transmits a signal representing said routing control to said multimedia hub via a signaling path.
Claim 75
Dependent Claim
32 words
The system as recited in claim 61 wherein said incoming audio/video call comprises computer data, said computer data routed to said one of said plurality of agent stations through said multimedia hub.
Claim 76
Dependent Claim
27 words
The system as recited in claim 61 further comprising an overflow holding server for processing incoming audio/video calls received into said call center overflowing said holding server.
Claim 77
Dependent Claim
33 words
The system as recited in claim 61 wherein said holding server processes an initial set of video messages and said multimedia hub routes said messages to a calling party through said communications network.
Claim 78
Dependent Claim
32 words
The system as recited in claim 61 wherein said holding server terminates said incoming audio/video call when said one of said plurality of agent stations releases said video portion of said call.
Claim 79
Dependent Claim
198 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a wide area network (WAN) to one of said plurality of agent stations, a method that allows said audio ACD to route an audio/video call received into said call center, comprising the steps of: receiving an incoming audio/video call from said WAN in a WAN hub; storing a video portion of said incoming audio/video call and routing an audio portion of said incoming audio/video call to said audio ACD with a holding server, having a call queue, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto with a multimedia hub, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 80
Dependent Claim
198 words
For use in a call center having a plurality of agent stations and an audio automatic call distribution system (ACD) for routing an incoming audio call received from a wide area network (WAN) to one of said plurality of agent stations, a method that allows said audio ACD to route an audio/video call received into said call center, comprising the steps of: receiving an incoming audio/video call from said WAN in a WAN hub; storing a video portion of said incoming audio/video call and routing an audio portion of said incoming audio/video call to said audio ACD with a holding server, having a call queue, said audio ACD processing said audio portion as an incoming audio call and routing said audio portion to one of said plurality of agent stations; and determining an identity of said one of said plurality of agent stations and routing said video portion to said one of said plurality of agent stations in response thereto with a multimedia hub, both said audio portion and said video portion of said incoming audio/video call thereby routed to said one of said plurality of agent stations in response to routing control given by said audio ACD.
Claim 81
Dependent Claim
15 words
The method as recited in claim 72 wherein said WAN comprises a public switched network.
Claim 82
Dependent Claim
15 words
The method as recited in claim 72 wherein said WAN comprises a private switched network.
Claim 83
Dependent Claim
18 words
The method as recited in claim 72 wherein said incoming audio/video call is received from a video kiosk.
Claim 84
Dependent Claim
21 words
The method as recited in claim 72 wherein said one of said plurality of agent stations comprises a multimedia personal computer.
Claim 85
Dependent Claim
19 words
The method as recited in claim 72 wherein said audio ACD is integrated into a private branch exchange (PBX).
Claim 86
Dependent Claim
31 words
The method as recited in claim 72 further comprising the step of transmitting a signal representing said routing control from said audio ACD to said multimedia hub via a signalling path.
Claim 87
Dependent Claim
68 words
The method as recited in claim 72 wherein said incoming audio/video call comprises computer data, the method further comprising the steps of: storing said computer data in said call queue of said holding server; and determining an identity of said one of said plurality of agent stations and routing said computer data to said one of said plurality of agent stations in response thereto with said multimedia hub.
Claim 88
Dependent Claim
30 words
The method as recited in claim 72 further comprising the step of processing incoming audio/video calls received into said call center overflowing said holding server with an overflow holding server.
Claim 89
Dependent Claim
55 words
The method as recited in claim 72, wherein: the step of storing comprises the step of processing an initial set of video messages with said holding server; and the step of determining comprises the step of routing said initial set of video messages to a calling party through said communications network with said multimedia hub.
Claim 90
Dependent Claim
37 words
The method as recited in claim 72 further comprising the step of terminating said incoming audio/video call with said holding server when said one of said plurality of agent stations releases said video portion of said call.
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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) | 2002-08-09 | 2003-02-08 | 2003-08-10 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-08-09 | 2007-02-08 | 2007-08-10 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-08-09 | 2011-02-08 | 2011-08-10 | $7700.00 | Window Closed / Lapsed |