Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2002-09-24
2009-02-17
Bhattacharya, Sam (Department: 2617)
Telephonic communications
Centralized switching system
Call distribution to operator
C455S456100
Reexamination Certificate
active
07492888
ABSTRACT:
A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.
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Beckstrom Robert P.
Bonifazi Carlo
Dezonno Anthony J.
Hodson Jeffrey D.
Michelson Mark J.
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