Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-05-03
2011-05-03
Matar, Ahmad F (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265090, C379S265130, C379S265110, C379S266020
Reexamination Certificate
active
07936867
ABSTRACT:
A contact center that includes:(a) an input200operable to receive a contact;(b) a task expert module232to (i) identify a plurality of tasks400associated with the contact; (ii) group the tasks400into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue208; and(c) an agent and work item selector220to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue208.
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Hill Deborah Jeanne
Kiefhaber Sarah Hildebrandt
Kohler Joylee E.
Paddock Henry R.
Sobus Katherine A.
Avaya Inc.
Matar Ahmad F
Shah Antim
Sheridan & Ross P.C.
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