Skills-based routing of a communication session

Electrical computers and digital processing systems: multicomput – Computer-to-computer session/connection establishing – Session/connection parameter setting

Reexamination Certificate

Rate now

  [ 0.00 ] – not rated yet Voters 0   Comments 0

Details

C379S265120

Reexamination Certificate

active

07072966

ABSTRACT:
A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table with service agent information, obtained from one or more sources, and communicates the skills table to a switch. A profile of the client's request for the communication session is generated and compared to the skills table. The switch subsequently routes the client to the optimal service agent station.

REFERENCES:
patent: 5825869 (1998-10-01), Brooks et al.
patent: 5870464 (1999-02-01), Brewster et al.
patent: 6058435 (2000-05-01), Sassin et al.
patent: 6128380 (2000-10-01), Shaffer et al.
patent: 6185292 (2001-02-01), Miloslavsky
patent: 6381640 (2002-04-01), Beck et al.
patent: 6408066 (2002-06-01), Andruska et al.
patent: 6424709 (2002-07-01), Doyle et al.
patent: 6453038 (2002-09-01), McFarlane et al.
patent: 6539538 (2003-03-01), Brewster et al.
patent: 6553113 (2003-04-01), Dhir et al.
patent: 6563788 (2003-05-01), Torba et al.
patent: 6584192 (2003-06-01), Agusta
patent: 6587556 (2003-07-01), Judkins et al.
patent: 6603854 (2003-08-01), Judkins et al.
patent: 6697858 (2004-02-01), Ezerzer et al.
patent: 6704410 (2004-03-01), McFarlane et al.
patent: 6707904 (2004-03-01), Judkins et al.
patent: 6714643 (2004-03-01), Gargeya et al.
patent: 6741698 (2004-05-01), Jensen
patent: 6744877 (2004-06-01), Edwards
patent: 6763104 (2004-07-01), Judkins et al.
patent: 6813636 (2004-11-01), Bean et al.
patent: 6853721 (2005-02-01), Mengshoel et al.
patent: 2002/0006191 (2002-01-01), Weiss
patent: 2002/0159475 (2002-10-01), Hung et al.
patent: 2003/0026414 (2003-02-01), Baker et al.
patent: 2003/0059029 (2003-03-01), Mengshoel et al.
patent: 2004/0005048 (2004-01-01), Agusta
patent: 740450 (1996-10-01), None
patent: 1039732 (2000-09-01), None
patent: 1056264 (2000-11-01), None
patent: 1111890 (2001-06-01), None
Tanir et al. “Call center simulation in Bell Canada”, Proceedings of the 31st conference on Winter simulation: Simulation—a bridge to the future—vol. 2, 1999, pp.: 1640-1647.
Bapat et al. “Using simulation in call centers”, Proceedings of the 30th conference on Winter simulation, 1998.

LandOfFree

Say what you really think

Search LandOfFree.com for the USA inventors and patents. Rate them and share your experience with other people.

Rating

Skills-based routing of a communication session does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Skills-based routing of a communication session, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Skills-based routing of a communication session will most certainly appreciate the feedback.

Rate now

     

Profile ID: LFUS-PAI-O-3600702

  Search
All data on this website is collected from public sources. Our data reflects the most accurate information available at the time of publication.