Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2007-08-14
2007-08-14
Nguyen, Quynh H. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020, C379S265120, C379S266010, C379S266090, C379S266100, C379S309000
Reexamination Certificate
active
10331706
ABSTRACT:
The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of providing the necessary response. The resources for information may be humans or automated systems, which may be configured to facilitate communications with the requestors using different types of communication technologies. Further, these resources may be associated with different skill sets, experience, or areas of expertise. Thus, the resources may provide different roles, and any given resource may provide multiple roles, in addition to facilitating communications using different mediums.
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Nguyen Quynh H.
Withrow & Terranova , PLLC
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