Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-08-15
2006-08-15
Deane, Jr., William J. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265010
Reexamination Certificate
active
07092507
ABSTRACT:
An embodiment of the invention is a method of tracking calls from technicians equipped with technician assistance devices. The method includes a call center personnel accessing a call center terminal and the call center personnel receiving a call from a technician. The call center personnel enters call data through a user interface including a plurality of fields, one of the fields being a designation of whether the call from the technician was necessary or unnecessary. The call data is stored. Upon receiving a request from a user, a report is generated identifying the call from the technician as necessary or unnecessary. A system and computer program for implementing the method are disclosed.
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Telcordia Technologies, Inc., Telcordia Tech Access System, Global Technician Access System, 2000, pp. 1-3.
Majure Dustin
Schell H. Mike
BellSouth Intellectual Property Corporation
Cantor & Colburn LLP
Deane, Jr. William J.
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