Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-06-28
2011-06-28
Kuntz, Curtis (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020, C379S265110, C379S265120, C379S266040
Reexamination Certificate
active
07970117
ABSTRACT:
A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
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Eppel Martin R.
Patel Labhesh
Sàrkar Shantanu
Shaffer Shmuel
Tong Aaron
Baker & Botts L.L.P.
Cisco Technology Inc.
Kuntz Curtis
Nguyen Joseph J
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