Patents by Inventor Erich Drobek

Erich Drobek 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 for managing data in an automatic call distribution system
    Patent number: 7522720
    Abstract: A method for managing CTI data in an automatic call distribution ACD is described. In this case, caller data is determined by a call center forwarding CCR and/or an interactive voice response unit is transmitted to a CTI instance CTII for forwarding control, with customer data being extracted from a customer database KDB and entered in a customer data document KDD to which access takes place from an agent workstation AWP.
    Type: Grant
    Filed: September 8, 2003
    Date of Patent: April 21, 2009
    Assignee: Siemens Enterprise Communications GmbH & Co. KG
    Inventor: Erich Drobek
  • Method for managing data in an automatic call distribution system
    Publication number: 20040125939
    Abstract: A method for managing CTI data in an automatic call distribution ACD is described. In this case, caller data is determined by a call center forwarding CCR and/or an interactive voice response unit is transmitted to a CTI instance CTII for forwarding control, with customer data being extracted from a customer database KDB and entered in a customer data document KDD to which access takes place from an agent workstation AWP.
    Type: Application
    Filed: September 8, 2003
    Publication date: July 1, 2004
    Applicant: Siemens Aktiengesellshaft
    Inventor: Erich Drobek
  • Method and apparatus for mobile monitoring of an interactive service center
    Publication number: 20020097858
    Abstract: A method and apparatus for mobile monitoring of an interactive service center (contact center), having a central installation and a multiplicity of terminals for agents processing inquiries, the monitoring being effected by a supervisor using a mobile communication unit.
    Type: Application
    Filed: November 29, 2001
    Publication date: July 25, 2002
    Inventors: Erich Drobek, Alexander Schliwa