Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2008-03-25
2008-03-25
Hong, Harry S. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265100, C379S265140, C379S266060
Reexamination Certificate
active
11539832
ABSTRACT:
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
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Bangor Aaron W.
Bushey Robert R.
Joseph Kurt M.
AT&T Labs, Inc.
Hong Harry S.
Jackson Walker L.L.P.
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