US6097806A
Expired / Lapsed
US
⏱️ 0.0 years remaining
ACD with multi-lingual agent position
Assignee: Rockwell Firstpoint Contact Corp
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Filing: 1998-07-13
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Granted: 2000-08-01
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Expires: 2018-07-13
Abstract
Abstract A method and apparatus are provided for selecting a language for use by a plurality of agents of an automatic call distributor. The method includes the steps of storing an indication of the selected language in a memory of the automatic call distributor, downloading the indication to each agent station of each agent of the plurality of agents and programming the agent stations to use the selected language based upon the downloaded indication of the selected language.
Inventors
- 👤 Daniel F. Baker
- 👤 Thaddeus Rafacz
- 👤 C. K. Venugopal
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-02 04:45
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5183; H04M2201/00; H04M2201/38; H04M2203/00; H04M2203/20; H04M2203/2061; H04M2203/60; H04M2203/6018; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42085; H04M3/42102; H04M3/5175; H04M3/5232; H04M3/5233; H04M3/60; H04M3/62
Claims Analysis
Total Claims: 27
Claim 1
Independent Claim
73 words
A method of selecting a language for use by a plurality of agents of an automatic call distributor, such method comprising the steps of: storing an indication of the selected language in a memory of the automatic call distributor; downloading the indication to each agent station of each agent of the plurality of agents; and programming the agent stations to use the selected language based upon the downloaded indication of the selected language.
Claim 2
Independent Claim
73 words
A method of selecting a language for use by a plurality of agents of an automatic call distributor, such method comprising the steps of: storing an indication of the selected language in a memory of the automatic call distributor; downloading the indication to each agent station of each agent of the plurality of agents; and programming the agent stations to use the selected language based upon the downloaded indication of the selected language.
Claim 3
Dependent Claim
31 words
The method of selecting a language as in claim 1 wherein the step of programming the agent stations further comprises activating a language utility within a terminal of the agent stations.
Claim 4
Dependent Claim
38 words
The method of selecting a language as in claim 2 wherein the step of activating the language utility further comprises choosing the selected language from a plurality of other languages available within the language utility of the terminal.
Claim 5
Dependent Claim
45 words
The method of selecting a language as in claim 1 where in the step of programming the agent stations further comprises accessing a message display utility which displays messages from the automatic call distributor and using the indication as a pointer to a memory address.
Claim 6
Dependent Claim
34 words
The method of selecting a language as in claim 4 wherein the step of using the indication as a pointer to a memory address further comprises inserting the pointer in a text retrieval routine.
Claim 7
Dependent Claim
42 words
The method of selecting a language as in claim 5 wherein the step of using the indication as a pointer to a memory address further comprises using the pointer as a memory address offset by adding the pointer to a base pointer.
Claim 8
Dependent Claim
36 words
The method of selecting a language as in claim 1 further comprising downloading the indication to a basic rate line interface interfacing the automatic call distributor and a display on a telephone console of each agent.
Claim 9
Dependent Claim
49 words
The method of selecting a language as in claim 7 wherein the step of downloading the indication to the basic rate line interface further comprises accessing a message display utility which displays messages from the automatic call distributor and using the indication as a pointer to a memory address.
Claim 10
Dependent Claim
34 words
The method of selecting a language as in claim 8 wherein the step of using the indication as a pointer to a memory address further comprises inserting the pointer in a text retrieval routine.
Claim 11
Dependent Claim
42 words
The method of selecting a language as in claim 9 wherein the step of using the indication as a pointer to a memory address further comprises using the pointer as a memory address offset by adding the pointer to a base pointer.
Claim 12
Dependent Claim
75 words
Apparatus for selecting a language for use by a plurality of agents of an automatic call distributor, such apparatus comprising: means for storing an indication of the selected language in a memory of the automatic call distributor; means for downloading the indication to each agent station of each agent of the plurality of agents; and means for programming the agent stations to use the selected language based upon the downloaded indication of the selected language.
Claim 13
Dependent Claim
75 words
Apparatus for selecting a language for use by a plurality of agents of an automatic call distributor, such apparatus comprising: means for storing an indication of the selected language in a memory of the automatic call distributor; means for downloading the indication to each agent station of each agent of the plurality of agents; and means for programming the agent stations to use the selected language based upon the downloaded indication of the selected language.
Claim 14
Dependent Claim
33 words
The apparatus for selecting a language as in claim 11 wherein the means for programming the agent stations further comprises means for activating a language utility within a terminal of the agent stations.
Claim 15
Dependent Claim
40 words
The apparatus for selecting a language as in claim 12 wherein the means for activating the language utility further comprises means for choosing the selected language from a plurality of other languages available within the language utility of the terminal.
Claim 16
Dependent Claim
46 words
The apparatus for selecting a language as in claim 11 wherein the means for programming the agent stations further comprises means for accessing a message display utility which displays messages from the automatic call distributor and using the indication as a pointer to a memory address.
Claim 17
Dependent Claim
36 words
The apparatus for selecting a language as in claim 14 wherein the means for using the indication as a pointer to a memory address further comprises means for inserting the pointer in a text retrieval routine.
Claim 18
Dependent Claim
44 words
The apparatus for selecting a language as in claim 15 wherein the means for using the indication as a pointer to a memory address further comprises means for using the pointer as a memory address offset by adding the pointer to a base pointer.
Claim 19
Dependent Claim
38 words
The apparatus for selecting a language as in claim 11 further comprising means for downloading the indication to a basic rate line interface interfacing the automatic call distributor and a display on a telephone console of each agent.
Claim 20
Dependent Claim
51 words
The apparatus for selecting a language as in claim 17 wherein the means for downloading the indication to the basic rate line interface further comprises means for accessing a message display utility which displays messages from the automatic call distributor and using the indication as a pointer to a memory address.
Claim 21
Dependent Claim
36 words
The apparatus for selecting a language as in claim 18 wherein the means for using the indication as a pointer to a memory address further comprises means for inserting the pointer in a text retrieval routine.
Claim 22
Dependent Claim
44 words
The apparatus for selecting a language as in claim 19 wherein the means for using the indication as a pointer to a memory address further comprises means for using the pointer as a memory address offset by adding the pointer to a base pointer.
Claim 23
Dependent Claim
83 words
Apparatus for selecting a language for use by a plurality of agents of an automatic call distributor, such apparatus comprising: a memory which stores an indication of the selected language in a memory of the automatic call distributor; a local area network which downloads the indication to each agent station of each agent of the plurality of agents; and a memory pointer setting processor which programs the agent stations to use the selected language based upon the downloaded indication of the selected language.
Claim 24
Dependent Claim
83 words
Apparatus for selecting a language for use by a plurality of agents of an automatic call distributor, such apparatus comprising: a memory which stores an indication of the selected language in a memory of the automatic call distributor; a local area network which downloads the indication to each agent station of each agent of the plurality of agents; and a memory pointer setting processor which programs the agent stations to use the selected language based upon the downloaded indication of the selected language.
Claim 25
Dependent Claim
37 words
The apparatus for selecting a language as in claim 21 wherein the pointer setting processor which programs the agent stations further comprises a boot register which activates a language utility within a terminal of the agent stations.
Claim 26
Dependent Claim
42 words
The apparatus for selecting a language as in claim 22 wherein the boot register which activates the language utility further comprises a comparator which chooses the selected language from a plurality of other languages available within the language utility of the terminal.
Claim 27
Dependent Claim
46 words
The apparatus for selecting a language as in claim 21 wherein the pointer setting processor which programs the agent stations further comprises accessing a message display utility which displays messages from the automatic call distributor and using the indication as a pointer to a memory address.
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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) | 2003-08-01 | 2004-01-31 | 2004-08-01 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-08-01 | 2008-01-31 | 2008-08-01 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-08-01 | 2012-01-31 | 2012-08-01 | $7700.00 | Window Closed / Lapsed |