Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2003-12-10
2011-10-11
Al Aubaidi, Rasha S (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265050
Reexamination Certificate
active
08036370
ABSTRACT:
Contact centers typically have an entry process to receive incoming contacts and distribute those appropriately amongst agents associated with the contact center. This entry process is often complex and time consuming. This invention allows users of the contact centre to reach a particular agent without undergoing the entry process. This is achieved without compromising security or giving away details about the agents.
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Gallagher Kevin
Hession Patrick
McCarron Shane
O'Rourke Thomas
Al Aubaidi Rasha S
Avaya Inc.
Barnes & Thornburg LLP
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