Simon Julie K Cutting

US Patent:

6501839, Dec 31, 2002

Filed:

Jun 16, 1999

Appl. No.:

09/328262

Inventors:

Simon Cutting - San Jose CA
Raechel Crosby - San Jose CA

Assignee:

Cisco Systems, Inc. - San Jose CA

International Classification:

H04M 300

US Classification:

37926503, 37926601

Abstract:

Apparatus and method for performing an equitable routing of calls within an automatic call distributor where calls are transferred to agent terminals from two sources, one controlled by switching equipment and the other controlled by a server. The server detects receipt of a call by a queue within the switching equipment and it determines whether other calls are waiting to be routed in the switching equipment. If other calls are waiting, the server withholds ready status of the agent terminals from the queue until the waiting calls are processed so that the switching equipment does not attempt to transfer calls from the source it controls, potentially conflicting with the waiting calls.

US Patent:

6847713, Jan 25, 2005

Filed:

Aug 5, 2002

Appl. No.:

10/212418

Inventors:

Simon Cutting - San Jose CA, US
Raechel Crosby - San Jose CA, US

Assignee:

Cisco Technology, Inc. - San Jose CA

International Classification:

H04M 300

US Classification:

37926511, 37926604

Abstract:

Apparatus and method for performing a recoverable routing of calls using an automatic call distributor to avoid loss of calls at busy agent terminals. Switching equipment receives incomind calls and issues a routing request to a server. In response, the server returns the address of a queue to receive and hold the calls. Intermediate telephones are “punched into” the queue for receiving the calls from the queue, and the server detects transfer of calls to the intermediate telephones in order to obtain control of the calls. The server performs a consultative transfer of the calls from the intermediate telephones to agent terminals so that, if an agent terminal is busy, the server may transfer the call back to the switching equipment in order for the call to be rerouted.

US Patent:

6453039, Sep 17, 2002

Filed:

Jun 16, 1999

Appl. No.:

09/334192

Inventors:

Simon Cutting - San Jose CA
Raechel Crosby - San Jose CA

Assignee:

Cisco Systems, Inc. - San Jose CA

International Classification:

H04M 300

US Classification:

37926511, 37926604

Abstract:

Apparatus and method for performing a recoverable routing of calls using an automatic call distributor to avoid loss of calls at busy agent terminals. Switching equipment receives incoming calls and issues a routing request to a server. In response, the server returns the address of a quence to receive and hold the calls. Intermediate telephones are âpunched intoâ the queue for receiving the calls from the queue, and the server detects transfer of calls to the intermediate telephones in order to obtain control of the calls. The server performs a consultative transfer of the calls from the intermediate telephones to agent terminals so that, if an agent terminal is busy, the server may transfer the call back to the switching equipment in order for the call to be rerouted.