Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-04-25
2010-10-12
Tsang, Fan (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265080
Reexamination Certificate
active
07813493
ABSTRACT:
A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.
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Chahrouri Gebran G.
Darwish Mohammed I.
Khouri Joseph F.
Patel Labhesh
Shaffer Shmuel
Baker & Botts L.L.P.
Cisco Technology Inc.
Mohammed Assad
Tsang Fan
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