Multiplex communications – Pathfinding or routing – Combined circuit switching and packet switching
Reexamination Certificate
2005-04-12
2005-04-12
Phan, Man (Department: 2665)
Multiplex communications
Pathfinding or routing
Combined circuit switching and packet switching
C370S352000, C370S389000, C370S392000, C379S258000, C379S265080
Reexamination Certificate
active
06879586
ABSTRACT:
An IPNT call center is provided wherein agent's computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.
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Deryugin Vladimir N.
Goecke Jason
Miloslavsky Alec
Neyman Igor
Torba Dmitry A.
Boys Donald R.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Phan M.
Phan Man
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