Patents by Inventor Paul Douglas Fryer

Paul Douglas Fryer 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).

  • Call management method and system for skill-based routing
    Patent number: 5825869
    Abstract: A call-management method and system for distributing calls to individuals, such as ACD agents, include storing a resume for each individual. In the preferred embodiment, each resume includes first data indicative of call-handling capabilities of the individual and includes second data indicative of preferences of the call-management system for particular individuals to process particular types of calls. When an inbound call is received or an outbound call is generated, the call is tagged with identification of abilities advantageous to processing the calls. Thus, the desired skills for a call may be correlated with either or both of the call-handling capabilities of the individuals and the call-management preferences. Again referring to the preferred embodiment, "tagging" each call is a step of associating a skill expression with each call and includes identifying two or more desired abilities for processing the call.
    Type: Grant
    Filed: April 23, 1996
    Date of Patent: October 20, 1998
    Assignee: Siemens Business Communication Systems, Inc.
    Inventors: Nancy Sinling Brooks, Paul Douglas Fryer, Gary Stanley Kaufman, Stephen Phillip Berkson, Charles R. Herel, Laura M. Brooks