Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-02-12
2010-06-01
Kuntz, Curtis (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266010
Reexamination Certificate
active
07729490
ABSTRACT:
The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected and assigning the assigned service priority to a subsequent inbound communication from the transaction initiator; (b) scheduling a subsequent outbound communication to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound communication is received by the contact center; and (d) when, during the first communication, the transaction initiator selected at least one item as part of an electronic order and the first communication was terminated before the electronic order was completed, maintaining the item(s) in memory and providing the item(s) to the transaction initiator when the transaction initiator makes a further communication with the contact center.
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Hemm Thomas L.
Kohler Joylee E.
Thomson Rodney A.
Avaya Inc.
Kuntz Curtis
Sheridan & Ross P.C.
Zenati Amal
LandOfFree
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