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US5832059A
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Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch
Assignee: Rockwell Firstpoint Contact Corp
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Filing: 1996-09-30
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Granted: 1998-11-03
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Expires: 2016-09-30
Abstract
Abstract A call path system generates a graphical representation of a call path of a selected type of telephone call routed by a telephonic switch 100. An administrator computer system 110 includes a computer 112 and administrator display 114 for generating and displaying the graphical representation. The graphical representation may be a block diagram 200 consisting of telephone call type 202, application 204, scripts 206, agent group 208, agents/staff 210, supervisor 214 and a particular agent group I 212. Each of the blocks include available selections in the particular category. Such as a listing of agent groups 304, a listing of telephone types 300, a listing of available DNIS numbers 302 and a listing of agents/staff 306. The call path system further permits an administrator, via the administrator computer system 110 to select and any of the above. Applications may be modified such that the telephonic switch 100 thereafter routes telephone calls in accordance with the modified applications.
Inventors
- 👤 Edward Peter Aldred
- 👤 Daniel M. Righi
- 👤 Paul E. Van Berkum
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 20:10
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/42085; H04M3/42102; H04Q; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 17
Claim 1
Independent Claim
107 words
A call path system for monitoring and displaying information regarding a prospective call path of telephone calls received from a public switched telephone network and routed by a telephonic switch of an automatic call distributor to agents of the automatic call distributor, such system comprising: a computer connected to the telephonic switch of the automatic call distributor for acquiring information relating to the prospective call path based upon an identity of a caller and for generating a telephone system functional display of the prospective call path located between the telephonic switch and the agents; and a display for visually displaying the display of the prospective call path.
Claim 2
Dependent Claim
107 words
A call path system for monitoring and displaying information regarding a prospective call path of telephone calls received from a public switched telephone network and routed by a telephonic switch of an automatic call distributor to agents of the automatic call distributor, such system comprising: a computer connected to the telephonic switch of the automatic call distributor for acquiring information relating to the prospective call path based upon an identity of a caller and for generating a telephone system functional display of the prospective call path located between the telephonic switch and the agents; and a display for visually displaying the display of the prospective call path.
Claim 3
Dependent Claim
33 words
The call path system as recited in claim 1 wherein the computer comprises an input device for modifying the prospective call path; and wherein the computer notifies the telephonic switch of the modifications.
Claim 4
Dependent Claim
35 words
The call path system as recited in claim 2 wherein the computer comprises: a graphical generator for generating a graphical representation of the prospective call path, and wherein the display visually displays the graphical representation.
Claim 5
Independent Claim
87 words
A method for monitoring a prospective call path of telephone calls received from a public switch telephone network and routed by a telephonic switch of an automatic call distributor to agents of the automatic call distributor, such method comprising the steps of: determining the prospective call path of the telephone call to be routed by the telephonic switch to the agents of the automatic call distributor; and visually displaying a telephone system functional view of the prospective call path located between the telephonic switch and the agents.
Claim 6
Independent Claim
87 words
A method for monitoring a prospective call path of telephone calls received from a public switch telephone network and routed by a telephonic switch of an automatic call distributor to agents of the automatic call distributor, such method comprising the steps of: determining the prospective call path of the telephone call to be routed by the telephonic switch to the agents of the automatic call distributor; and visually displaying a telephone system functional view of the prospective call path located between the telephonic switch and the agents.
Claim 7
Dependent Claim
41 words
The method as recited in claim 4 comprising the step of: providing information relating to the telephone call, and wherein the step of determining comprises the step of: determining the prospective call path of the telephone call based on the information.
Claim 8
Dependent Claim
17 words
The method as recited in claim 5 further comprising the step of: modifying the prospective call path.
Claim 9
Dependent Claim
33 words
The method as recited in claim 5 wherein the step of visually displaying comprises the steps of: generating a graphical representation representative of the prospective call path; and visually displaying the graphical representation.
Claim 10
Dependent Claim
30 words
The method as recited in claim 7 wherein the step of generating a graphical representation further comprises the step of: generating a block diagram representative of the prospective call path.
Claim 11
Dependent Claim
29 words
The method as recited in claim 8 wherein the step of generating a block diagram comprises the step of: generating a block representative of available types of telephone calls.
Claim 12
Dependent Claim
32 words
The method as recited in claim 9 wherein the step of generating a block comprises the step of: generating the block listing available DNIS numbers indicating the type of the telephone call.
Claim 13
Dependent Claim
32 words
The method as recited in claim 9 wherein the step of generating a block comprises the step of: generating the block listing available ANI numbers indicating the type of the telephone call.
Claim 14
Dependent Claim
34 words
The method as recited in claim 8 wherein the step of generating a block diagram comprises the step of: generating a block representative of a list of agents who would handle the telephone call.
Claim 15
Dependent Claim
34 words
The method as recited in claim 8 wherein the step of generating a block diagram comprises the step of: generating a block representative of a list of applications which would handle the telephone call.
Claim 16
Dependent Claim
16 words
The method as recited in claim 7 comprising the step of: modifying the prospective call path.
Claim 17
Dependent Claim
35 words
The method as recited in claim 14 wherein the step of modifying the prospective call path further comprises the steps of: selecting at least a portion of the graphical representation; and modifying the selected portion.
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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) | 2001-11-02 | 2002-05-04 | 2002-11-03 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2005-11-02 | 2006-05-04 | 2006-11-03 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2009-11-02 | 2010-05-04 | 2010-11-03 | $7700.00 | Window Closed / Lapsed |