Telephonic communications – Special services – Reserved call
Reexamination Certificate
2006-10-03
2009-08-11
Kuntz, Curtis (Department: 2614)
Telephonic communications
Special services
Reserved call
C379S093230, C379S142060, C379S088170
Reexamination Certificate
active
07573996
ABSTRACT:
The present invention provides presence-aware systems. More specifically, methods and systems are provided that enable a contact center to utilize presence information when servicing a contact. When the presence of a particular customer is detected, such information may be provided to or otherwise ascertained by the contact center. Once the contact center has the presence information it may use it to determine how best to call back the customer such that it is convenient for the customer and an agent of the contact center.
REFERENCES:
patent: 4817130 (1989-03-01), Frimmel, Jr.
patent: 4941168 (1990-07-01), Kelly, Jr.
patent: 5003577 (1991-03-01), Ertz et al.
patent: 5185782 (1993-02-01), Srinivasan
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5329578 (1994-07-01), Brennan et al.
patent: 5341414 (1994-08-01), Popke
patent: 5371534 (1994-12-01), Dagdeviren et al.
patent: 5410343 (1995-04-01), Coddington et al.
patent: 5430792 (1995-07-01), Jesurum et al.
patent: 5434908 (1995-07-01), Klein
patent: 5511112 (1996-04-01), Szlam
patent: 5555376 (1996-09-01), Theimer et al.
patent: 5712902 (1998-01-01), Florence et al.
patent: 5742763 (1998-04-01), Jones
patent: 5802510 (1998-09-01), Jones
patent: 5819084 (1998-10-01), Shapiro et al.
patent: 5826039 (1998-10-01), Jones
patent: 5828747 (1998-10-01), Fisher et al.
patent: 5864874 (1999-01-01), Shapiro
patent: 5905793 (1999-05-01), Flockhart et al.
patent: 5982873 (1999-11-01), Flockhart et al.
patent: 6018655 (2000-01-01), Bartle et al.
patent: 6031896 (2000-02-01), Gardell et al.
patent: 6038296 (2000-03-01), Brunson et al.
patent: 6046762 (2000-04-01), Sonesh et al.
patent: 6068188 (2000-05-01), Knowles
patent: 6088441 (2000-07-01), Flockhart et al.
patent: 6094681 (2000-07-01), Shaffer et al.
patent: 6128304 (2000-10-01), Gardell et al.
patent: 6130937 (2000-10-01), Fotta
patent: 6144644 (2000-11-01), Bajzath et al.
patent: 6154738 (2000-11-01), Call
patent: 6163607 (2000-12-01), Bogart et al.
patent: 6167266 (2000-12-01), Havinis et al.
patent: 6169795 (2001-01-01), Dunn et al.
patent: 6173053 (2001-01-01), Bogart et al.
patent: 6185603 (2001-02-01), Henderson et al.
patent: 6188756 (2001-02-01), Mashinsky
patent: 6192122 (2001-02-01), Flockhart et al.
patent: 6199048 (2001-03-01), Hudetz et al.
patent: 6226360 (2001-05-01), Goldberg et al.
patent: 6272319 (2001-08-01), Narusawa
patent: 6298062 (2001-10-01), Gardell et al.
patent: 6307931 (2001-10-01), Vaudreuil
patent: 6310947 (2001-10-01), Polcyn
patent: 6311231 (2001-10-01), Bateman et al.
patent: 6317593 (2001-11-01), Vossler
patent: 6330243 (2001-12-01), Strandberg
patent: 6330317 (2001-12-01), Garfinkel
patent: 6332081 (2001-12-01), Do
patent: 6360222 (2002-03-01), Quinn
patent: 6408177 (2002-06-01), Parikh et al.
patent: 6411682 (2002-06-01), Fuller et al.
patent: 6430271 (2002-08-01), DeJesus et al.
patent: 6430602 (2002-08-01), Kay et al.
patent: 6449260 (2002-09-01), Sassin et al.
patent: 6456711 (2002-09-01), Cheung et al.
patent: 6463299 (2002-10-01), Macor
patent: 6477105 (2002-11-01), Wu
patent: 6477373 (2002-11-01), Rappaport et al.
patent: 6477374 (2002-11-01), Shaffer et al.
patent: 6480484 (2002-11-01), Morton
patent: 6535600 (2003-03-01), Fisher et al.
patent: 6546097 (2003-04-01), Peltz
patent: 6549612 (2003-04-01), Gifford et al.
patent: 6614783 (2003-09-01), Sonesh et al.
patent: 6636587 (2003-10-01), Nagai et al.
patent: 6665534 (2003-12-01), Conklin et al.
patent: 6738462 (2004-05-01), Brunson
patent: 6741586 (2004-05-01), Schuster et al.
patent: 6750897 (2004-06-01), Moshrefi et al.
patent: 6788773 (2004-09-01), Fotta
patent: 6789120 (2004-09-01), Lee et al.
patent: 6868395 (2005-03-01), Szlam et al.
patent: 6871062 (2005-03-01), Trop et al.
patent: 6879677 (2005-04-01), Trandal et al.
patent: 6879828 (2005-04-01), Virtanen et al.
patent: 6891933 (2005-05-01), Kumamoto
patent: 6925166 (2005-08-01), Chan
patent: 6968052 (2005-11-01), Wullert, II
patent: 6968179 (2005-11-01), De Vries
patent: 6988126 (2006-01-01), Wilcock et al.
patent: 6999731 (2006-02-01), Cronin
patent: 7023980 (2006-04-01), Lenard
patent: 7027586 (2006-04-01), Bushey et al.
patent: 7054939 (2006-05-01), Koch et al.
patent: 7068762 (2006-06-01), Skladman et al.
patent: 7080321 (2006-07-01), Aleksander et al.
patent: 7092370 (2006-08-01), Jiang et al.
patent: 7158630 (2007-01-01), Fotta et al.
patent: 7215760 (2007-05-01), Lenard
patent: 7248677 (2007-07-01), Randall et al.
patent: 7269247 (2007-09-01), Mashinsky
patent: 2001/0006893 (2001-07-01), Yoshioka
patent: 2001/0019816 (2001-09-01), Kumar
patent: 2001/0042126 (2001-11-01), Wong et al.
patent: 2001/0053214 (2001-12-01), Kleinoder et al.
patent: 2001/0054037 (2001-12-01), Shapiro et al.
patent: 2002/0019829 (2002-02-01), Shapiro
patent: 2002/0021307 (2002-02-01), Glenn et al.
patent: 2002/0032040 (2002-03-01), Tsukamoto
patent: 2002/0035594 (2002-03-01), Dreke et al.
patent: 2002/0035605 (2002-03-01), McDowell et al.
patent: 2002/0052225 (2002-05-01), Davis et al.
patent: 2002/0055350 (2002-05-01), Gupte et al.
patent: 2002/0055975 (2002-05-01), Petrovykh
patent: 2002/0065894 (2002-05-01), Dalal et al.
patent: 2002/0069081 (2002-06-01), Ingram et al.
patent: 2002/0076010 (2002-06-01), Sahai
patent: 2002/0076025 (2002-06-01), Liversidge et al.
patent: 2002/0083127 (2002-06-01), Agrawal
patent: 2002/0085701 (2002-07-01), Parsons et al.
patent: 2002/0086672 (2002-07-01), McDowell et al.
patent: 2002/0087630 (2002-07-01), Wu
patent: 2002/0097856 (2002-07-01), Wullert, II
patent: 2002/0098831 (2002-07-01), Castell et al.
patent: 2002/0116336 (2002-08-01), Diacakis et al.
patent: 2002/0116461 (2002-08-01), Diacakis et al.
patent: 2002/0120687 (2002-08-01), Diacakis et al.
patent: 2002/0126701 (2002-09-01), Requena
patent: 2003/0014491 (2003-01-01), Horvitz et al.
patent: 2003/0018720 (2003-01-01), Chang et al.
patent: 2003/0028621 (2003-02-01), Furlong et al.
patent: 2003/0073440 (2003-04-01), Mukherjee et al.
patent: 2003/0110228 (2003-06-01), Xu et al.
patent: 2003/0130864 (2003-07-01), Ho et al.
patent: 2003/0195811 (2003-10-01), Hayes et al.
patent: 2004/0010431 (2004-01-01), Thomas et al.
patent: 2004/0120498 (2004-06-01), Sylvain
patent: 2004/0141594 (2004-07-01), Brunson
patent: 2004/0189698 (2004-09-01), Bokish
patent: 2005/0031107 (2005-02-01), Fotta
patent: 2005/0163104 (2005-07-01), Christensen et al.
patent: 2005/0187781 (2005-08-01), Christensen et al.
patent: 2005/0216848 (2005-09-01), Thompson et al.
patent: 2005/0276407 (2005-12-01), Mohler
patent: 0 886 416 (1998-12-01), None
patent: 1261179 (2002-11-01), None
patent: 9-200813 (1997-07-01), None
patent: H11-046377 (1999-02-01), None
patent: 11-088495 (1999-03-01), None
patent: H11-205837 (1999-07-01), None
patent: 2000-102059 (2000-04-01), None
patent: 2000-312258 (2000-11-01), None
patent: 2001-189774 (2001-07-01), None
patent: 2001-224075 (2001-08-01), None
patent: 2001-251395 (2001-09-01), None
patent: 2001-350782 (2001-12-01), None
patent: 2002-094614 (2002-03-01), None
patent: 2002-101155 (2002-04-01), None
patent: 2002-108794 (2002-04-01), None
patent: 2002-152335 (2002-05-01), None
patent: 2002-176449 (2002-06-01), None
patent: 2003-8655 (2003-01-01), None
patent: 2003-116175 (2003-04-01), None
patent: 2003-517781 (2003-05-01), None
patent: 2003-169147 (2003-06-01), None
patent: 2004-013303 (2004-01-01), None
patent: WO 97/24010 (1997-07-01), None
patent: WO 98/03923 (1998-01-01), None
patent: WO 98/12644 (1998-03-01), None
patent: WO 01/45368 (2001-06-01), None
patent: WO 01/69387 (2001-09-01), None
patent: WO 02/30105 (2002-04-01), None
patent: WO 03/025776 (2003-03-01), None
patent: WO 03/085539 (2006-10-01), None
U.S. Appl. No. 11/626,217, filed Jan. 23, 2007, Coughlan.
Background of the Invention of the above-captioned application (previously provided).
U.S. Appl. No. 11/621,350, Lenard.
U.S. Appl. No. 11/549,448, Brunson et al.
U.S. Appl. No. 10/865,114, Craft.
CC News: Call Center Technology, “FaceTime gives voice, vision to instant messaging”, available at http://www.ccnews.com/may2000/depts/cct/cctstory2.htm, 2 pages; Copyright 2000, 19
Avaya Inc.
Kuntz Curtis
Le Karen L
Sheridan & Ross P.C.
LandOfFree
Presence based callback does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Presence based callback, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Presence based callback will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4086353