User-defined priority call router

Details User-defined priority call router User-defined priority call router

2011-06-28

2011-06-28

Matar, Ahmad F (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265100

Reexamination Certificate

active

07970118

ABSTRACT:
A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution (“ACD”) real-time performance based data and subjective non-ACD data, normalization and weighting of the ACD and non-ACD data through application of certain algorithms resulting in a derived priority score for each call center, and selection of a call center based upon the highest priority score.

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Office Action issued by the EPO on Mar. 20, 2008 on Application No. 07250715.5-2414.
EPO Communication, Extended European Search Report dated May 24, 2007, for EPO App. No. 07250715.5 (8 pages).

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