Multiplex communications – Pathfinding or routing – Combined circuit switching and packet switching
Reexamination Certificate
2007-06-12
2007-06-12
Patel, Ajit (Department: 2664)
Multiplex communications
Pathfinding or routing
Combined circuit switching and packet switching
C370S401000, C370S400000, C370S493000, C379S265090, C379S265080, C379S265110
Reexamination Certificate
active
10327360
ABSTRACT:
A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and method further include, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signaling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.
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Haverstock & Owens LLP
Ho Chuong
Nuasis Corporation
Patel Ajit
LandOfFree
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