Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-03-22
2005-03-22
Hong, Harry S. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C370S352000, C379S101010, C379S265090, C709S227000
Reexamination Certificate
active
06870925
ABSTRACT:
A method and apparatus for directing music to agents of an automatic call distributor (ACD) during non-voice dialog communication between the agent and a caller includes a communication processor operatively coupled to the ACD and operatively coupled to the agent terminals. The communication processor is configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to transmit a signal to the ACD indicating that the communication processor received the non-voice dialog communication from the caller. The ACD is configured to select an agent to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agent. A music source is operatively coupled to the ACD such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.
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Hong Harry S.
Rockwell Electronic Commerce Corp.
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