continued from part 1 - Controller General of Patents, Designs, and ...

(12) PATENT APPLICATION PUBLICATION (21) Application No.6342/DELNP/2008 A
(19) INDIA
(22) Date of filing of Application :21/07/2008 (43) Publication Date : 24/10/2008
(54) Title of the invention : "AN ENHANCED DIRECTORY ASSISTANCE SYSTEM WITH PERIPHERAL CALL QUEUING
AND HANDLING"
(51) International classification :H04M 3/00 (71)Name of Applicant :
(31) Priority Document No :60/758,250 1)GRAPE TECHNOLOGY GROUP, INC.
(32) Priority Date :11/01/2006
Address of Applicant :3864 COURTNEY STREET, SUITE
(33) Name of priority country :U.S.A.
411, BETHLEHEM, PA 18017, U.S.A. U.S.A.
(86) International Application No
:PCT/US07/000874 (72)Name of Inventor :
Filing Date
:11/01/2007 1)MICHAEL BATES
(87) International Publication No :WO 2007/100417 2)HARRY LAMARQUE
(61) Patent of Addition to Application
Number
Filing Date
:NA
:NA
3)FAITH McGARY
4)XAVIER RILEY
(62) Divisional to Application Number :NA
Filing Date
:NA
(57) Abstract :
A directory assistance system includes a plurality of call centers, each configured to handle a directory assistance request from a
caller. An ICM/IVR edge queuing module has a first IVR module and second ICM module and is coupled to each of the call centers.
The ICM/IVR edge queuing module receives an incoming call from a caller and obtains interactive responses pertinent to call center
routing. The ICM module routes the call to one call center among the plurality of call centers based on a type of service requested by
the caller as determined by the interactive responses received by the IVR module.
No. of Pages : 26 No. of Claims : 12
The Patent Office Journal 24/10/2008 25908