Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2003-01-06
2008-08-26
Nguyen, Quynh H (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265110, C379S265090, C379S265020
Reexamination Certificate
active
07418094
ABSTRACT:
A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; at least one instance of an information gathering routine for gathering and compiling information about the considered destinations; at least one reporting module for organizing and reporting the gathered information; and a processing module for computing values from the gathered information and selecting the best routing destination based on isolation of the best computed value. In a preferred embodiment scalar load information per media type and per destination and agent skill information related to at least media skills per type of media per destination is processed by the processing module, which isolates, identifies, and selects at least the best destination for routing.
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Barinov Vltaly Y.
Golitsin Vladimir G.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Nguyen Quynh H
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