Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-05-17
2011-12-20
Anwah, Olisa (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S215010
Reexamination Certificate
active
08081749
ABSTRACT:
A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.
REFERENCES:
patent: 4788715 (1988-11-01), Lee
patent: 5311574 (1994-05-01), Livanos
patent: 5329583 (1994-07-01), Jurgensen
patent: 5506898 (1996-04-01), Costantini et al.
patent: 5511112 (1996-04-01), Szlam
patent: 5857018 (1999-01-01), Sumner
patent: 5905793 (1999-05-01), Flockhart et al.
patent: 5946388 (1999-08-01), Walker et al.
patent: 6002760 (1999-12-01), Gisby
patent: 6046762 (2000-04-01), Sonesh
patent: 6049603 (2000-04-01), Schwartz et al.
patent: 6088444 (2000-07-01), Walker et al.
patent: 6263066 (2001-07-01), Shitvelman et al.
patent: 6314178 (2001-11-01), Walker et al.
patent: 6546087 (2003-04-01), Shaffer
patent: 6563916 (2003-05-01), Deutsch et al.
patent: 6654447 (2003-11-01), Dewan
patent: 6665396 (2003-12-01), Khouri et al.
patent: 6724764 (2004-04-01), Bondarenko et al.
patent: 6738473 (2004-05-01), Burg et al.
patent: 7050568 (2006-05-01), Brown et al.
patent: 7130411 (2006-10-01), Brown et al.
patent: 7231035 (2007-06-01), Walker et al.
patent: 2003/0231757 (2003-12-01), Harkreader et al.
patent: 2005/0198107 (2005-09-01), Cuhls et al.
patent: 2006/0018456 (2006-01-01), Kunkel
Chahrouri Gebran G.
Khouri Joseph F.
Patel Labhesh
Shaffer Shmuel
Anwah Olisa
Baker & Botts L.L.P.
Cisco Technology Inc.
LandOfFree
System and method for integrated queue management does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with System and method for integrated queue management, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and System and method for integrated queue management will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4307054