Electrical computers and digital processing systems: multicomput – Computer conferencing
Reexamination Certificate
2006-01-17
2006-01-17
Meky, Moustafa M. (Department: 2157)
Electrical computers and digital processing systems: multicomput
Computer conferencing
C709S203000, C709S205000, C709S217000, C379S265050, C379S265110
Reexamination Certificate
active
06988126
ABSTRACT:
A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour while the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.
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Todd Neff,The Multimedia Contact Center: Corporate Facade or Human Face, Apr. 10, 2000, pp. 1-69.
Cobrow Homepage —www.cobrow.com, Jan. 21, 2000.
Daanen Johannes Maria Victo
Hawkes Rycharde Jeffery
Low Colin Andrew
Wilcock Lawrence
Hewlett--Packard Development Company, L.P.
Meky Moustafa M.
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