Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-08-15
2006-08-15
Tieu, Benny Quoc (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020
Reexamination Certificate
active
07092509
ABSTRACT:
A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone calls, e-mails, facsimiles, web chat, voice over internet protocol, and so on, and maintaining the different media types contacts in a common queue while awaiting routing to the agent workstations. The system further comprises a routing component which routes the queued contacts to the agents based on criteria of the contacts, criteria of the agents, or both. A media changing component of the system is capable of changing a media-type of any of the media-type contacts to generate a changed media-type contact, while the queuing component is capable of entering the changed media-type contact in the common queue, and the routing component is capable of routting the queued changed media-type contact to at least one of the workstations. A contact handling component initiates an event at any of the workstations in response to the contact being routed to the workstation, so that an agent at the workstation can handle the contact as appropriate.
REFERENCES:
patent: 4752889 (1988-06-01), Rappaport et al.
patent: 4788682 (1988-11-01), Vij et al.
patent: 4789962 (1988-12-01), Berry et al.
patent: 4809272 (1989-02-01), Torgrim et al.
patent: 4837798 (1989-06-01), Cohen et al.
patent: 4881261 (1989-11-01), Oliphant et al.
patent: 4969185 (1990-11-01), Dorst et al.
patent: 5008930 (1991-04-01), Gawrys et al.
patent: 5029200 (1991-07-01), Haas et al.
patent: 5164981 (1992-11-01), Mitchell et al.
patent: 5181236 (1993-01-01), LaVallee et al.
patent: 5185782 (1993-02-01), Srinivasan
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5247569 (1993-09-01), Cave
patent: D344521 (1994-02-01), Dezonno et al.
patent: 5309513 (1994-05-01), Rose
patent: 5327490 (1994-07-01), Cave
patent: 5333266 (1994-07-01), Boaz et al.
patent: 5384771 (1995-01-01), Isidoro et al.
patent: 5384841 (1995-01-01), Adams et al.
patent: 5392329 (1995-02-01), Adams et al.
patent: 5400327 (1995-03-01), Dezonno
patent: 5428608 (1995-06-01), Freeman et al.
patent: 5444774 (1995-08-01), Friedes
patent: 5448626 (1995-09-01), Kajiya et al.
patent: 5479487 (1995-12-01), Hammond
patent: 5495523 (1996-02-01), Stent et al.
patent: 5500891 (1996-03-01), Harrington et al.
patent: 5511117 (1996-04-01), Zazzera
patent: 5526417 (1996-06-01), Dezonno
patent: 5535270 (1996-07-01), Doremus et al.
patent: 5535323 (1996-07-01), Miller et al.
patent: 5544232 (1996-08-01), Baker et al.
patent: 5546452 (1996-08-01), Andrews et al.
patent: 5546455 (1996-08-01), Joyce et al.
patent: 5546456 (1996-08-01), Vilsoet et al.
patent: 5548636 (1996-08-01), Bannister et al.
patent: 5550905 (1996-08-01), Silverman
patent: 5555297 (1996-09-01), Ochy P. et al.
patent: 5557668 (1996-09-01), Brady
patent: 5563805 (1996-10-01), Arbuckle et al.
patent: 5570419 (1996-10-01), Cave et al.
patent: 5572581 (1996-11-01), Sattar et al.
patent: 5577112 (1996-11-01), Cambray et al.
patent: 5581664 (1996-12-01), Allen et al.
patent: 5586178 (1996-12-01), Koenig et al.
patent: 5586179 (1996-12-01), Stent et al.
patent: 5586218 (1996-12-01), Allen
patent: 5592543 (1997-01-01), Smith et al.
patent: 5594790 (1997-01-01), Curreri et al.
patent: 5619508 (1997-04-01), Davis et al.
patent: 5619557 (1997-04-01), Van Berkum
patent: 5633923 (1997-05-01), Kovarik
patent: 5633924 (1997-05-01), Kaish et al.
patent: 5640577 (1997-06-01), Scharmer
patent: 5652791 (1997-07-01), Sunderman et al.
patent: 5657383 (1997-08-01), Gerber et al.
patent: 5668862 (1997-09-01), Bannister et al.
patent: 5678002 (1997-10-01), Fawcett et al.
patent: 5699431 (1997-12-01), Van Oorschot et al.
patent: 5701399 (1997-12-01), Lee et al.
patent: 5703943 (1997-12-01), Otto
patent: 5712902 (1998-01-01), Florence et al.
patent: 5715450 (1998-02-01), Ambrose et al.
patent: 5724406 (1998-03-01), Juster
patent: 5724419 (1998-03-01), Harbuziuk et al.
patent: 5724420 (1998-03-01), Torgrim
patent: 5740240 (1998-04-01), Jolissaint
patent: 5742675 (1998-04-01), Kilander et al.
patent: 5790650 (1998-08-01), Dunn et al.
patent: 5796791 (1998-08-01), Polcyn
patent: 5802163 (1998-09-01), Miloslavsky
patent: 5802526 (1998-09-01), Fawcett et al.
patent: 5812781 (1998-09-01), Fahlman et al.
patent: 5825869 (1998-10-01), Brooks et al.
patent: 5826250 (1998-10-01), Trefler
patent: 5831665 (1998-11-01), Dezonno
patent: 5832070 (1998-11-01), Bloom et al.
patent: 5844982 (1998-12-01), Knitl
patent: 5848143 (1998-12-01), Andrews et al.
patent: 5870464 (1999-02-01), Brewster et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 5907547 (1999-05-01), Foladare et al.
patent: 5923885 (1999-07-01), Johnson et al.
patent: 5963635 (1999-10-01), Szlam et al.
patent: 5991394 (1999-11-01), Dezonno et al.
patent: 6044146 (2000-03-01), Gisby et al.
patent: 6078325 (2000-06-01), Jolissaint et al.
patent: 6094673 (2000-07-01), Dilip et al.
patent: 6263066 (2001-07-01), Shtivelman et al.
patent: 6332154 (2001-12-01), Beck et al.
patent: 6356633 (2002-03-01), Armstrong
patent: 6449356 (2002-09-01), Dezonno
patent: 6449646 (2002-09-01), Sikora et al.
patent: 6453038 (2002-09-01), McFarlane et al.
patent: 2178705 (1997-03-01), None
patent: 9712448 (1997-04-01), None
Carl R. Strathmeyer, “Call Control in a Digital Multimedia Network”, Computer-Telephone Division Dialogic Corporation, pp. 1-5, 1996.
Al Baker, “Looking Ahead: Media Blending”, Siemens Business Communication System, Inc. 3 pages, published prior to Sep 21, 1999.
“An Introduction to Computer Telephony”, Dialogic Corporation, pp. 1-10, Jan. 1997.
Kerry W. Hassler et al., “Revolutionizing Definity Call Centers in the 1990s”, AT&T Technical Journal, pp. 64-75, Jul./Aug. 1995.
“EMMS Electronic Mail & Messaging System”, vol. 22, No. 18, pp. 1-4, Oct. 2, 1998.
“Microlog's Uni-Que Agent”, Computer Telephony the Magazine for Computer and Telephony Integration, a Miller Freeman Publication, cover page and p. 78, Dec. 1998.
Betty Yuan, “Building an All Media Call Center”, Teleconnect, Special Section: Small Call Centers, vol. 17, No. 7, 3 pages, Jul. 1999.
Eric Anrum, “Unified Messaging: It's All Just Email”, Business Communications Review, pp. 37-40, Nov. 1998.
Andrew Singleton, “Cash on the Wirehead”, 9 pages, Jun. 1995.
Korzeniowski Gary E.
Lewis, Jr. William R.
Mears John C.
Peang-Meth Ly K.
Microlog Corporation
Roylance Abrams Berdo & Goodman L.L.P.
Tieu Benny Quoc
LandOfFree
Contact center system capable of handling multiple media... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Contact center system capable of handling multiple media..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Contact center system capable of handling multiple media... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3646024