Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-11-30
2011-10-11
Kuntz, Curtis (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265110, C379S265120, C379S265140, C379S266030, C379S266060
Reexamination Certificate
active
08036372
ABSTRACT:
Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.
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Patakula Balaji
Qutub Sami
Sitkowski Rafal
Sokoler David
Avaya Inc.
Chapin IP Law LLC
Kuntz Curtis
Nguyen Joseph J
Rouille, Esq. David W.
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