Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2007-09-04
2007-09-04
Hong, Harry S. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S112060, C379S136000, C379S220010, C379S265030
Reexamination Certificate
active
11296381
ABSTRACT:
In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).
REFERENCES:
patent: 4737983 (1988-04-01), Frauenthal et al.
patent: 5136690 (1992-08-01), Becker et al.
patent: 5270919 (1993-12-01), Blake et al.
patent: 5291550 (1994-03-01), Levy et al.
patent: 5335268 (1994-08-01), Kelly et al.
patent: 5450482 (1995-09-01), Chen et al.
patent: 5452350 (1995-09-01), Reynolds et al.
patent: 5511117 (1996-04-01), Zazzera
patent: 5530744 (1996-06-01), Charalambous et al.
patent: 5734709 (1998-03-01), DeWitt et al.
patent: 5812654 (1998-09-01), Anderson et al.
patent: 5917900 (1999-06-01), Allison et al.
patent: 5946387 (1999-08-01), Miloslavsky
patent: 6134315 (2000-10-01), Galvin
patent: 6404883 (2002-06-01), Hartmeier
patent: 6868152 (2005-03-01), Statham et al.
patent: 7065202 (2006-06-01), Statham et al.
Medo Ronald A.
Statham Steven W.
Hong Harry S.
Verizon Business Global LLC
LandOfFree
Retrieval of data related to a call center does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Retrieval of data related to a call center, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Retrieval of data related to a call center will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3742168