Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-10-20
2008-08-05
Hong, Harry S (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265040, C379S265050, C379S265060, C379S265070, C700S100000, C705S002000
Reexamination Certificate
active
07409054
ABSTRACT:
According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This second feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said call routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from an agent scripting engine and a call routing system to the forecasting engine or adherence module of a workforce management system, or both, is disclosed.
REFERENCES:
patent: 5546452 (1996-08-01), Andrews et al.
patent: 6128380 (2000-10-01), Shaffer et al.
patent: 6324282 (2001-11-01), McIllwaine et al.
patent: 7110525 (2006-09-01), Heller et al.
patent: 7127059 (2006-10-01), Galvin
patent: 2002/0052770 (2002-05-01), Podrazhansky
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories Inc
Hong Harry S
LandOfFree
System and method for integrated resource scheduling, task... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with System and method for integrated resource scheduling, task..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and System and method for integrated resource scheduling, task... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4006945