Patents by Inventor Steven J. Goldsmith

Steven J. Goldsmith 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).

  • Multiple call handling in a call center
    Patent number: 6650748
    Abstract: The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACD's configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link.
    Type: Grant
    Filed: April 13, 1998
    Date of Patent: November 18, 2003
    Assignee: Avaya Technology Corp.
    Inventors: Thomas J. Edwards, Norman J. Donaghue, Jr., Denny Y. Fung, Steven J. Goldsmith