Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2007-12-28
2011-10-25
Nguyen, Quynh (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266060, C379S266100
Reexamination Certificate
active
08045698
ABSTRACT:
An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
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Annadata Anil K.
Chen Mingtse
Jay Henry D.
Pak Wai H.
Campbell Stephenson LLP
Nguyen Quynh
Siebel Systems Inc.
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