Steven W Krause

US Patent:

6798877, Sep 28, 2004

Filed:

Jun 21, 2001

Appl. No.:

09/886795

Inventors:

John Andrew Johnson - Wheaton IL
Eric Edward Kampmeier - Sycamore IL
Steven Robert Krause - Naperville IL
David B. Smith - Hinsdale IL
Matthew Richard Smith - Hinsdale IL

Assignee:

Lucent Technologies Inc. - Murray Hill NJ

International Classification:

H04M 3523

US Classification:

37926601, 37926509, 37926511, 37926606

Abstract:

A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

US Patent:

6813349, Nov 2, 2004

Filed:

Jun 21, 2001

Appl. No.:

09/886790

Inventors:

John Andrew Johnson - Wheaton IL
Eric Edward Kampmeier - Sycamore IL
Steven Robert Krause - Naperville IL
David B. Smith - Hinsdale IL
Matthew Richard Smith - Hinsdale IL

Assignee:

Lucent Technologies Inc. - Murray Hill NJ

International Classification:

H04M 3523

US Classification:

37926502, 37926509, 37926511, 37926601

Abstract:

A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

US Patent:

6850612, Feb 1, 2005

Filed:

Jun 21, 2001

Appl. No.:

09/886804

Inventors:

John Andrew Johnson - Wheaton IL, US
Eric Edward Kampmeier - Sycamore IL, US
Steven Robert Krause - Naperville IL, US
David B. Smith - Hinsdale IL, US
Matthew Richard Smith - Hinsdale IL, US

Assignee:

Lucent Technologies Inc. - Murray Hill NJ

International Classification:

H04M 300

US Classification:

37926502, 37926601, 3792661, 37926603, 37926509

Abstract:

A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.