Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-06-02
2011-10-25
Nguyen, Quynh (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265130, C705S039000, C705S042000
Reexamination Certificate
active
08045697
ABSTRACT:
A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide additional information about the customer and allow the session to be routed within the call center more accurately. The call center may be accessed by telephone, computer, or via another type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information, and according to agent statistical support records.
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Nguyen Quynh
Nortel Networks Limited
Withrow & Terranova , PLLC
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