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Method and apparatus for distributed interactive voice processing

  • US 7,689,426 B2
  • Filed: 08/27/2007
  • Issued: 03/30/2010
  • Est. Priority Date: 05/07/2002
  • Status: Expired due to Term
First Claim
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1. A method comprising:

  • receiving a telephone call from a caller;

    assigning said telephone call to an IVR queue monitoring an availability status of an automated agent of a call center, wherein;

    i. said automated agent is executing on an agent terminal, andii. said agent terminal is employed by a corresponding human agent; and

    routing said telephone call from said IVR queue to an available automated agent based on CPU utilization of said agent terminal, on which said automated agent is running.

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