Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2008-05-20
2008-05-20
Deane, Jr., William J. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S088170, C379S093090, C379S265020, C379S265090
Reexamination Certificate
active
10993837
ABSTRACT:
A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
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Anisimov Nikolay
Makagon Petr
Ristock Herbert Willi Artur
Ryabchun Andrey
Central Coast Patent Agency Inc.
Deane, Jr. William J.
Genesys Telecommunications Laboratories , Inc.
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