Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-04-26
2011-11-29
Matar, Ahmad (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S088170, C379S202010, C379S265010, C379S265090
Reexamination Certificate
active
08068597
ABSTRACT:
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.
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Aspect Software, Inc.
Husch & Blackwell LLP
Matar Ahmad
Nguyen Khai N
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