Electrical computers and digital processing systems: multicomput – Computer network managing – Computer network monitoring
Reexamination Certificate
2000-06-27
2008-07-29
Jacobs, Lashonda T (Department: 2157)
Electrical computers and digital processing systems: multicomput
Computer network managing
Computer network monitoring
C709S202000, C709S223000, C379S265010, C379S265050, C379S265090, C379S265120
Reexamination Certificate
active
07406515
ABSTRACT:
A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.
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Joyce Robert H.
Madhipatla Munisekaran
Moore Allan Michael
Perotti Rick A.
Aspect Communications
Welsh & Katz Ltd.
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