Telecommunications – Radiotelephone system – Special service
Reexamination Certificate
2011-07-19
2011-07-19
Hu, Jinsong (Department: 2617)
Telecommunications
Radiotelephone system
Special service
C379S265090, C709S204000, C709S224000, C455S421000, C455S450000
Reexamination Certificate
active
07983661
ABSTRACT:
Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application featuring an agent profile and call processing rules that are updated from the call center. The mobile agent uses the mobile station for work by turning on a “work profile”, and the client application registers the mobile agent to the call center. With the work profile on, the client application will block personal calls, or any other calls originating elsewhere than the call center. Significant advantages are accrued as the companies running the call centers will gain greater control of their mobile agent workforce and can prioritize tasks better within the organization, without having to construct complex solutions that consult different network elements within the cellular radio network.
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DEFINITY ECS Release 9.5 Guide to ACD Call Centers, Issue 4, Comcode 700015659, Jul. 2001, Avaya Communication.
Purontaus Jouni
Salkala Ville
Fish & Richardson P.C.
Hu Jinsong
Nealon William
SAP (AG)
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