Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-07-28
2011-12-06
Aubaidi, Rasha Al (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265090
Reexamination Certificate
active
08073130
ABSTRACT:
A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of the customer service contact with the client via operation of a terminal of the agent; selecting a set of possible responses for use by the agent from a plurality of sets of possible responses that are appropriate to the detected state of the customer service contact and visually prompting the agent with the selected set of possible responses.
REFERENCES:
patent: 5555179 (1996-09-01), Koyama et al.
patent: 5765033 (1998-06-01), Miloslavsky
patent: 5918222 (1999-06-01), Fukui et al.
patent: 5926539 (1999-07-01), Shtivelman
patent: 5946387 (1999-08-01), Miloslavsky
patent: 5953332 (1999-09-01), Miloslavsky
patent: 5953405 (1999-09-01), Miloslavsky
patent: 5991737 (1999-11-01), Chen
patent: 6002760 (1999-12-01), Gisby
patent: 6021428 (2000-02-01), Miloslavsky
patent: 6044145 (2000-03-01), Kelly et al.
patent: 6044368 (2000-03-01), Powers
patent: 6067357 (2000-05-01), Kishinsky et al.
patent: 6108711 (2000-08-01), Beck et al.
patent: 6138139 (2000-10-01), Beck et al.
patent: 6167395 (2000-12-01), Beck et al.
patent: 6170011 (2001-01-01), Beck et al.
patent: 6175563 (2001-01-01), Miloslavsky
patent: 6175564 (2001-01-01), Miloslavsky et al.
patent: 6185292 (2001-02-01), Miloslavsky
patent: 6188761 (2001-02-01), Dickerman et al.
patent: 6345305 (2002-02-01), Beck et al.
patent: 6373836 (2002-04-01), Deryugin et al.
patent: 6377944 (2002-04-01), Busey et al.
patent: 6389007 (2002-05-01), Shenkman et al.
patent: 6393015 (2002-05-01), Shtivelman
patent: 6732156 (2004-05-01), Miloslavsky
patent: 2002/0062269 (2002-05-01), Kirmani et al.
patent: 2003/0212637 (2003-11-01), Turner
patent: 2004/0093230 (2004-05-01), Deogard
patent: 2005/0152529 (2005-07-01), Kumar et al.
patent: 2005/0216269 (2005-09-01), Scahill et al.
Al Aubaidi Rasha
Aspect Software, Inc.
Husch & Blackwell LLP
LandOfFree
Customer automated response system does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Customer automated response system, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Customer automated response system will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4311296