(19)
(11) EP 1 391 104 B8

(12) CORRECTED EUROPEAN PATENT SPECIFICATION
Note: Bibliography reflects the latest situation

(15) Correction information:
Corrected version no 1 (W1 B1)

(48) Corrigendum issued on:
01.02.2006 Bulletin 2006/05

(45) Mention of the grant of the patent:
23.11.2005 Bulletin 2005/47

(21) Application number: 02731670.2

(22) Date of filing: 06.05.2002
(51) International Patent Classification (IPC): 
H04M 3/523(2000.01)
(86) International application number:
PCT/US2002/014222
(87) International publication number:
WO 2002/091722 (14.11.2002 Gazette 2002/46)

(54)

METHODS AND APPARATUS FOR CONTROLLING CALL PULLBACK BY AN AUTOMATIC CALL DISTRIBUTION (ACD) SYSTEM FROM AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM AND FOR ALLOWING AN ACD CALLER TO COMPLETE A CRITICAL TRANSACTION WHILE CONNECTED TO THE IVR

VERFAHREN UND VORRICHTUNGEN ZUR STEUERUNG DER RUFUMLEITUNG VON EINEM AUTOMATISCHEN ANRUFVERTEILSYSTEM (ACD) AUS EINEM INTERAKTIVEN SPRACHANTWORTSYSTEM (IVR), UND ZUR SCHAFFUNG DER MÖGLICHEN FÜR EINEN ANRUFER, WÄHREND ER MIT DEM INTERAKTIVEN SPRACHANTWORTSYSTEM (IVR) VERBUNDEN IST, EINEN KRITISCHEN VORGANG ZU ENDE ZU FÜHREN

PROCEDES ET APPAREIL POUR CONTROLER LE RENVOI D'APPELS PAR UN SERVEUR ACD A PARTIR D'UN SERVEUR IVR ET POUR PERMETTRE A UN APPELANT D'UN SERVEUR ACD D'EFFECTUER UNE TRANSACTION TOUT EN ETANT CONNECTE AVEC LE SERVEUR IVR

(84) Designated Contracting States:
DE FR GB IT

(30) Priority: 04.05.2001 US 849654

(43) Date of publication of application:
25.02.2004 Bulletin 2004/09

(60) Divisional application:
04024430.3 / 1501269

(73) Proprietor: Siemens Communications, Inc.
Boca Raton, Florida 33487-3587 (US)

(72) Inventors:
  • STUMER, Peggy, M.
    Boca Raton, FL 33431 (US)
  • WODKA, Eugene, A.
    Wellington, FL 33414 (US)

(74) Representative: Berg, Peter 
Siemens AG Corporate Intellectual Property Postfach 22 16 34
80506 München
80506 München (DE)


(56) References cited: : 
EP-A- 0 377 395
US-A- 6 122 365
 DE-A- 19 635 329
US-B1- 6 195 357
   
       
    Note: Within nine months from the publication of the mention of the grant of the European patent, any person may give notice to the European Patent Office of opposition to the European patent granted. Notice of opposition shall be filed in a written reasoned statement. It shall not be deemed to have been filed until the opposition fee has been paid. (Art. 99(1) European Patent Convention).