Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-03-31
2010-06-08
Deane, William J (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265130, C379S266010, C379S266020, C379S266100
Reexamination Certificate
active
07734032
ABSTRACT:
The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.
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patent: 6
Kiefhaber Sarah H.
Kohler Joylee E.
Paddock Henry R.
Sobus Katherine A.
Thomson Rodney A.
Avaya Inc.
Deane William J
Nguyen Khai N
Sheridan & Ross P.C.
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