Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-05-31
2009-10-20
Matar, Ahmad F (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265010
Reexamination Certificate
active
07606360
ABSTRACT:
A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD and a ticket dispenser coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
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Jain Mukul
Khouri Joseph F.
Kumar Sanjeev
Patel Labhesh
Shaffer Shmuel
Cisco Technology Inc.
Gay Sonia
Matar Ahmad F
The Law Offices of Bradley J. Bereznak
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