Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-10-18
2011-10-25
Addy, Thjuan K (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265010, C379S265020, C379S265050, C379S266100
Reexamination Certificate
active
08045696
ABSTRACT:
A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to the customer in a communication session with the call center is evaluated and a determination made whether to transfer the customer to a generalist. The customer is transferred to a generalist when a result of the determining is that the customer should be transferred to a generalist and the customer is not transferred to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.
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Snyder Robert Wayne
Taylor Robin Donald
Addy Thjuan K
Avaya Inc.
Chapin IP Law LLC
Rouille, Esq. David W.
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