Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2009-04-30
2011-11-08
Anwah, Olisa (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C704S200100
Reexamination Certificate
active
08054964
ABSTRACT:
The system and method establish a communication with a first party. A first emotion is detected during a first step during the communication. Steps in the communication can include: establishing a call, waiting in a queue, talking with an agent, communicating with an IVR system, and the like. A second emotion is detected at a different step in the communication. Alternatively, the first and second emotions are detected in two different but related communications. The detection of the first and/or second emotion determines how to process the communication. Examples of processing a communication can include routing the communication differently, selecting a different script for an agent, selecting a different agent, and the like. In addition, the communication can also be processed differently based on other additional parameters.
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Flockhart Andrew D.
Mathews Eugene P.
Taylor John Z.
Anwah Olisa
Avaya Inc.
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