Patents by Inventor David T. Lu

David T. Lu 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).

  • Enterprise-wide intelligent call center routing
    Patent number: 6611590
    Abstract: Internet Call Center quality of service is enhanced by directing all callers' browser-initiated contact requests to a single Internet Interface Controller. Upon receiving a caller's contact request, ruled-based routing is applied at the Internet Interface Controller to determine the Call Center, from among the Enterprise-wide domain of Call Centers, best suited for servicing the call. A pre-routed contact request is created establishing the Call Center best suited for servicing the call as the appropriate destination Call Center and a session is established between the caller and the Call Center best suited for servicing the call.
    Type: Grant
    Filed: September 29, 1999
    Date of Patent: August 26, 2003
    Assignee: Avaya Technology Corp.
    Inventors: David T. Lu, Jean F. Zaleckas