Patents by Inventor Randall P. Wuerfel

Randall P. Wuerfel has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Method and system for enabling queue camp-on for skills-based routing
    Patent number: 6546087
    Abstract: In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.
    Type: Grant
    Filed: February 16, 2001
    Date of Patent: April 8, 2003
    Assignee: Siemens Information & Communication Networks, Inc.
    Inventors: Shmuel Shaffer, William J. Beyda, Randall P. Wuerfel
  • Method and system for enabling queue camp-on for skills-based routing
    Publication number: 20020114432
    Abstract: In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.
    Type: Application
    Filed: February 16, 2001
    Publication date: August 22, 2002
    Applicant: Siemens Information and Communication Networks, Inc.
    Inventors: Shmuel Shaffer, William J. Beyda, Randall P. Wuerfel