Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-10-06
2008-12-09
Smith, Creighton H (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265010
Reexamination Certificate
active
07463730
ABSTRACT:
A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network. The agent transmits a first message over the IP network to a device of the caller during the call. The first message contains notes electronically recorded by the agent. Prior to or coincident with an end of the call, the caller sends a second message back to the system confirming the agent's notes. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
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Jain Mukul
Katkam Vinod
Cisco Technology Inc.
Smith Creighton H
The Law Offices of Bradley J. Bereznak
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