Patents by Inventor Christopher C. BAKER

Christopher C. BAKER 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).

  • Skills-based communication routing
    Patent number: 8737600
    Abstract: A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.
    Type: Grant
    Filed: January 10, 2008
    Date of Patent: May 27, 2014
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Michael Kamlet, Christopher C. Baker, Robert J. Hinckley, Daniel Whitecotton, Yvette E. Aparicio, Alfonso G. Camacho
  • SKILLS-BASED COMMUNICATION ROUTING
    Publication number: 20090180607
    Abstract: A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.
    Type: Application
    Filed: January 10, 2008
    Publication date: July 16, 2009
    Applicant: AT &T KNOWLEDGE VENTURES,L.P.
    Inventors: Michael KAMLET, Christopher C. BAKER, Robert J. HINCKLEY, Daniel WHITECOTTON, Yvette E. APARICIO, Alfonso G. CAMACHO