Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-08-23
2005-08-23
Smith, Creighton (Department: 2645)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265040
Reexamination Certificate
active
06934380
ABSTRACT:
A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.
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Khouri Joseph F.
Shaffer Shmuel
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