Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-09-19
2006-09-19
Tieu, Benny Quoc (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266010
Reexamination Certificate
active
07110523
ABSTRACT:
A computer system and method is disclosed that includes a call queue server that receives incoming calls and routes the calls to a telephone at the agent's workstation only after the agent accepts the request to take the call. A system and method is disclosed that includes a plurality of call queue servers, a queue monitor server, and a plurality of agent workstations, for distributing calls across multiple call center locations. Each call queue server receiving an incoming call sends a notification to the queue monitor server that in turn notifies each of the remaining call queue servers about the call. Each call queue server is thus able to maintain a current view of all activity across multiple call centers.
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“Aspect IP Network InterQueue,” http://www.aspect.com/mm/pdf/products/ipcontact/Aspect—ID—Network—IQ—ds.pdf, May 18, 2002.
Gagle Michael D.
Schmidt Michael
Interactive Intelligence, Inc.
Tieu Benny Quoc
Woodard Emhardt Moriarty McNett & Henry LLP
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