Call duration alert

Details Call duration alert Call duration alert

2006-08-01

2006-08-01

Smith, Creighton (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265030

Reexamination Certificate

active

07085367

ABSTRACT:
A contact center for servicing a contact is provided that includes (a) an input operable to receive a contact from a customer; (b) a selection function26operable to direct the contact to a human agent associated with the contact center for servicing; and (c) a contact monitor62operable (a) to track a service time required by the human agent to service the contact and (b), when the service time at least one of equals and exceeds a selected first threshold, notify the agent that the selected first threshold has been at least one of equaled and exceeded.

REFERENCES:
patent: 5155761 (1992-10-01), Hammond
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5214688 (1993-05-01), Szlam et al.
patent: 5506898 (1996-04-01), Costantini et al.
patent: 5592378 (1997-01-01), Cameron et al.
patent: 5594726 (1997-01-01), Thompson et al.
patent: 5606361 (1997-02-01), Davidsohn et al.
patent: 5627884 (1997-05-01), Williams et al.
patent: 5684872 (1997-11-01), Flockhart et al.
patent: 5721770 (1998-02-01), Kohler
patent: 5724092 (1998-03-01), Davidsohn et al.
patent: 5740238 (1998-04-01), Flockhart et al.
patent: 5751707 (1998-05-01), Voit et al.
patent: 5754639 (1998-05-01), Flockhart et al.
patent: 5790677 (1998-08-01), Fox et al.
patent: 5828747 (1998-10-01), Fisher et al.
patent: 5839117 (1998-11-01), Cameron et al.
patent: 5875437 (1999-02-01), Atkins
patent: 5880720 (1999-03-01), Iwafune et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 5897622 (1999-04-01), Blinn et al.
patent: 5903877 (1999-05-01), Berkowitz et al.
patent: 5905793 (1999-05-01), Flockhart et al.
patent: 5982873 (1999-11-01), Flockhart et al.
patent: 6000832 (1999-12-01), Franklin et al.
patent: 6044205 (2000-03-01), Reed et al.
patent: 6049547 (2000-04-01), Fisher et al.
patent: 6064730 (2000-05-01), Ginsberg
patent: 6064731 (2000-05-01), Flockhart et al.
patent: 6088441 (2000-07-01), Flockhart et al.
patent: 6163607 (2000-12-01), Bogart et al.
patent: 6173053 (2001-01-01), Bogart et al.
patent: 6192122 (2001-02-01), Flockhart et al.
patent: 6295353 (2001-09-01), Flockhart et al.
patent: 6366668 (2002-04-01), Borst et al.
patent: 6389028 (2002-05-01), Bondarenko et al.
patent: 6430282 (2002-08-01), Bannister et al.
patent: 6449356 (2002-09-01), Dezonno
patent: 6453038 (2002-09-01), McFarlane et al.
patent: 6463346 (2002-10-01), Flockhart et al.
patent: 6535600 (2003-03-01), Fisher et al.
patent: 6597685 (2003-07-01), Miloslavsky et al.
patent: 6937702 (2005-08-01), Vacek et al.
patent: 6944129 (2005-09-01), Duncan
patent: 2002/0118816 (2002-08-01), Flockhart et al.
patent: 2002/0181692 (2002-12-01), Flockhart et al.
patent: 2004/0193475 (2004-09-01), Hemm et al.
patent: 2005/0047556 (2005-03-01), Somerville et al.
patent: 2005/0182672 (2005-08-01), Hemm et al.
patent: 0 829 996 (1998-03-01), None
patent: 0 866 407 (1998-09-01), None
patent: WO 97/28635 (1997-08-01), None
U.S. Appl. No. 09/669,486, filed Sep. 25, 2000, Flockhart et al.
Doo-Hyun Kim et al. “Collaborative Multimedia Middleware Architecture and Advanced Internet Call Center”; ProceedingsInternational Conference on Information Networking (Jan. 31, 2001), pp. 246-250.
No Author, “When Talk Isn't Cheap” Sm@rt Reseller, vol. 3, No. 13, (Apr. 3, 2000), p. 50.
No Auther, “eGain's Commerce 2000 Platform Sets New Standard for eCommerce Customer Communications” Business Wire (Nov. 15, 1999).

Affiliated with

Also associated with

Rating

Call duration alert does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Call duration alert, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Call duration alert will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-3651737