Patent US6801520B2 successfully refreshed from Google Patents.
US6801520B2
Expired / Lapsed
US
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Queue prioritization based on competitive user input
Assignee: Genesys Cloud Services Inc
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Filing: 2002-04-03
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Granted: 2004-10-05
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Expires: 2022-04-03
Abstract
Abstract A routing system is disclosed for routing communication events. The system comprises at least one data queue for queuing incoming events; at least one interaction mechanism for enabling bi-directional communication with authors of events in queue; and a processor for processing events in queue according to routing rules. In a preferred embodiment authors of the communication events are solicited through the at least one interaction mechanism to make a value contribution in exchange for advancement in the data queue.
Inventors
- 👤 Laurent Philonenko
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 09:44
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5237; H04L; H04L9/00; H04L9/40; H04M3/5183; H04M3/5191; H04M3/5232; H04M2201/00; H04M2201/50; H04M2207/00; H04M2207/12; H04M3/48; H04M3/5231; H04M3/5235; H04M3/53; H04M3/5307; H04M7/00; H04M7/0024; H04M7/0033; H04M7/0054; H04M7/12; H04M7/1205; H04M7/126
Claims Analysis
Total Claims: 34
Claim 1
Independent Claim
77 words
A routing system for routing communication events comprising: at least one data queue for queuing incoming events; at least one interaction mechanism for enabling bi-directional communication with authors of events in queue; and a processor for processing events in queue according to routing rules; characterized in that authors of the communication events are advanced in the data queue in exchange for a value contribution made in response to a solicitation by the at least one interaction mechanism.
Claim 2
Dependent Claim
77 words
A routing system for routing communication events comprising: at least one data queue for queuing incoming events; at least one interaction mechanism for enabling bi-directional communication with authors of events in queue; and a processor for processing events in queue according to routing rules; characterized in that authors of the communication events are advanced in the data queue in exchange for a value contribution made in response to a solicitation by the at least one interaction mechanism.
Claim 3
Dependent Claim
19 words
The system of claim 1 wherein the communication events are telephony events and the interaction mechanism is an IVR.
Claim 4
Dependent Claim
19 words
The system of claim 1 wherein the communication events are instant messages and interaction mechanism is a Web form.
Claim 5
Dependent Claim
18 words
The system of claim 1 wherein the communication events are e-mails and interaction mechanism is a Web form.
Claim 6
Dependent Claim
21 words
The system of claim 1 wherein the communication events are data network telephony events and interaction mechanism is a digital IVR.
Claim 7
Dependent Claim
16 words
The system of claim 1 wherein the data queue has at least two levels of priority.
Claim 8
Dependent Claim
12 words
The system of claim 1 when a processor is a CTI processor.
Claim 9
Dependent Claim
11 words
The system of claim 1 wherein the value contribution is financial.
Claim 10
Dependent Claim
16 words
The system of claim 1 wherein the value contribution is attention for a period of time.
Claim 11
Dependent Claim
14 words
The system of claim 1 wherein the value contribution is transacted prior to routing.
Claim 12
Dependent Claim
13 words
The system of claim 1 wherein the value contribution is transacted after routing.
Claim 13
Independent Claim
93 words
A method for processing communication events in a queue according to priority assigned per event in exchange for a value contribution per event comprising steps of: (a) interacting with the author of each event to establish a value contribution promise or not; (b) upon receiving a promise of a value contribution, transacting the value contribution on behalf of the author; and (c) advancing the queue position of the message of the author in exchange for the value contribution made in response to the interaction of step (a), according to the rules of transaction.
Claim 14
Independent Claim
93 words
A method for processing communication events in a queue according to priority assigned per event in exchange for a value contribution per event comprising steps of: (a) interacting with the author of each event to establish a value contribution promise or not; (b) upon receiving a promise of a value contribution, transacting the value contribution on behalf of the author; and (c) advancing the queue position of the message of the author in exchange for the value contribution made in response to the interaction of step (a), according to the rules of transaction.
Claim 15
Dependent Claim
21 words
The method of claim 12 wherein the communication events are telephony events and in step (a) interaction is through an IVR.
Claim 16
Dependent Claim
22 words
The method of claim 12 wherein the communication events are instant messages and in step (a) interaction is through a Web form.
Claim 17
Dependent Claim
20 words
The method of claim 12 wherein the communication events are e-mails and in step (a) interaction is through Web form.
Claim 18
Dependent Claim
23 words
The method of claim 12 wherein the communication events are data network telephony events and in step (a) interaction is through digital IVR.
Claim 19
Dependent Claim
16 words
The method of claim 12 wherein the data queue has at least two levels of priority.
Claim 20
Dependent Claim
16 words
The method of claim 12 wherein processing of queued events is performed by a CTI processor.
Claim 21
Dependent Claim
16 words
The method of claim 12 wherein in steps (a) and (b) the value contribution is financial.
Claim 22
Dependent Claim
21 words
The method of claim 12 wherein in steps (a) and (b) the value contribution is attention for a period of time.
Claim 23
Dependent Claim
19 words
The method of claim 12 wherein in steps (a) and (b) the value contribution is the submission of information.
Claim 24
Independent Claim
105 words
A method for processing communication events in a queue according to priority assigned per event in exchange for a value contribution per event comprising steps of: (a) interacting with the author of each event to establish a value contribution promise or not; (b) upon receiving promise of a value contribution, advancing the queue position of the event of the author in exchange for the value contribution made in response to the interaction of step (a), according to transaction rules associated with the value contribution; and (c) after routing to final destination according to enhanced priority transacting the value contribution to the satisfaction of both parties.
Claim 25
Independent Claim
105 words
A method for processing communication events in a queue according to priority assigned per event in exchange for a value contribution per event comprising steps of: (a) interacting with the author of each event to establish a value contribution promise or not; (b) upon receiving promise of a value contribution, advancing the queue position of the event of the author in exchange for the value contribution made in response to the interaction of step (a), according to transaction rules associated with the value contribution; and (c) after routing to final destination according to enhanced priority transacting the value contribution to the satisfaction of both parties.
Claim 26
Dependent Claim
21 words
The method of claim 22 wherein the communication events are telephony events and in step (a) interaction is through an IVR.
Claim 27
Dependent Claim
22 words
The method of claim 22 wherein the communication events are instant messages and in step (a) interaction is through a Web form.
Claim 28
Dependent Claim
20 words
The method of claim 22 wherein the communication events are e-mails and in step (a) interaction is through Web form.
Claim 29
Dependent Claim
23 words
The method of claim 22 wherein the communication events are data network telephony events and in step (a) interaction is through digital IVR.
Claim 30
Dependent Claim
16 words
The method of claim 22 wherein the data queue has at least two levels of priority.
Claim 31
Dependent Claim
16 words
The method of claim 22 wherein processing of queued events is performed by a CTI processor.
Claim 32
Dependent Claim
16 words
The method of claim 22 wherein in steps (a) and (b) the value contribution is financial.
Claim 33
Dependent Claim
21 words
The method of claim 22 wherein in steps (a) and (b) the value contribution is attention for a period of time.
Claim 34
Dependent Claim
19 words
The method of claim 22 wherein in steps (a) and (b) the value contribution is the submission of information.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
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| 3.5 Years (Year 4) | 2007-10-05 | 2008-04-05 | 2008-10-05 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2011-10-05 | 2012-04-05 | 2012-10-05 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2015-10-05 | 2016-04-05 | 2016-10-05 | $7700.00 | Window Closed / Lapsed |