US6289094B1
Expired / Lapsed
US
⏱️ 0.0 years remaining
External positivistic forward transfer in call routing systems
Assignee: Genesys Cloud Services Inc
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Filing: 1997-10-10
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Granted: 2001-09-11
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Expires: 2017-10-10
Abstract
Abstract A system for routing Internet Protocol Network Telephony calls to remote destinations has a routing processor adapted for eliciting information from a caller and a database with information relating to availability of selectable destinations. Incoming calls are forwarded to a destination selected based on the information in the database, and the elicited information is sent separately as a data packet to the destination to be re-associated with the call based on the destination address of the call.
Inventors
- 👤 Alec Miloslavsky
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-09 18:20
CPC Classifications
H; H04; H04L; H04L12/00; H04L12/64; H04L65/00; H04L65/1066; H04L65/1101; H04L65/40; H04L65/401; H04L67/00; H04L67/2866; H04L67/30; H04L67/306; H04L67/50; H04L67/60; H04L67/63; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/5191; H04M3/523; H04M3/5232; H04M3/5233; H04M3/5237; H04M3/54; H04M3/58; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0029; H04Q3/0045; H04Q3/64; H04Q3/66; H04L69/00; H04L69/30; H04L69/32; H04L69/322; H04L69/329; H04M2203/00; H04M2203/55; H04M2203/551; H04M2207/00; H04M2207/12; H04M3/08; H04M3/12; H04M3/22; H04M3/36; H04M3/367; H04M3/42314; H04M3/42323; H04M3/5166; H04M3/5236; H04M3/5238; H04M3/56; H04M7/00; H04M7/006; H04M7/12; H04Q2213/00; H04Q2213/13034; H04Q2213/13072; H04Q2213/13093; H04Q2213/13103; H04Q2213/13106; H04Q2213/13141; H04Q2213/13164; H04Q2213/13174; H04Q2213/13204; H04Q2213/1322; H04Q2213/13345; H04Q2213/13349; H04Q2213/13389
Claims Analysis
Total Claims: 8
Claim 1
Independent Claim
106 words
An Internet Protocol Network Telephony call-routing system, comprising: a call-routing processor connected to a wide area network (WAN) for receiving IPNT calls; and a remote call center comprising a managing processor connected on a local area network (LAN) to a plurality of computers at agent workstations; wherein the call-routing processor selects a best-fit destination for an incoming call based on call-center activity stored at the call-router level, and immediately routes the call to the selected destination, setting a semaphore for destination busy, and forwards a data packet associated with the call by the destination address to the call-center managing processor to be re-associated with the call.
Claim 2
Dependent Claim
106 words
An Internet Protocol Network Telephony call-routing system, comprising: a call-routing processor connected to a wide area network (WAN) for receiving IPNT calls; and a remote call center comprising a managing processor connected on a local area network (LAN) to a plurality of computers at agent workstations; wherein the call-routing processor selects a best-fit destination for an incoming call based on call-center activity stored at the call-router level, and immediately routes the call to the selected destination, setting a semaphore for destination busy, and forwards a data packet associated with the call by the destination address to the call-center managing processor to be re-associated with the call.
Claim 3
Dependent Claim
15 words
The call-routing system of claim 1 further comprising a customer database connected to the LAN.
Claim 4
Dependent Claim
41 words
The call-routing system of claim 2 wherein the call-center managing processor retrieves customer information from the database using information from the data packet as a key, and causes the information to be displayed on a video screen of an agent station.
Claim 5
Dependent Claim
108 words
An Internet Protocol Network Telephony call-processing system adapted for routing incoming calls to selected remote computer stations, comprising: a wide area network connection adapted for receiving IPNT calls; and a call-routing processor coupled to the WAN and adapted to conduct initial processing and routing of the incoming call, the initial processing resulting in a data packet associated with the incoming call; wherein the call-routing processor routes the incoming call to a selected remote telephone station based on pre-stored information about busy status of remote telephone stations, sets a semaphore that the destination is busy, and forwards the data packet to be re-associated with the call at the destination.
Claim 6
Dependent Claim
108 words
An Internet Protocol Network Telephony call-processing system adapted for routing incoming calls to selected remote computer stations, comprising: a wide area network connection adapted for receiving IPNT calls; and a call-routing processor coupled to the WAN and adapted to conduct initial processing and routing of the incoming call, the initial processing resulting in a data packet associated with the incoming call; wherein the call-routing processor routes the incoming call to a selected remote telephone station based on pre-stored information about busy status of remote telephone stations, sets a semaphore that the destination is busy, and forwards the data packet to be re-associated with the call at the destination.
Claim 7
Independent Claim
79 words
A method for routing an incoming IPNT call from a caller to a selected destination, comprising steps of: (a) receiving the incoming call; (b) preparing a data packet associated with the incoming call; (c) selecting a destination for the call based on stored information about availability of selected destinations; (d) forwarding the incoming call to the selected destination, while transmitting the data packet separately, the data packet re-associated with the forwarded call by the address of the selected destination.
Claim 8
Independent Claim
79 words
A method for routing an incoming IPNT call from a caller to a selected destination, comprising steps of: (a) receiving the incoming call; (b) preparing a data packet associated with the incoming call; (c) selecting a destination for the call based on stored information about availability of selected destinations; (d) forwarding the incoming call to the selected destination, while transmitting the data packet separately, the data packet re-associated with the forwarded call by the address of the selected destination.
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2004-09-10 | 2005-03-12 | 2005-09-11 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2008-09-10 | 2009-03-12 | 2009-09-11 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2012-09-10 | 2013-03-12 | 2013-09-11 | $7700.00 | Window Closed / Lapsed |