Using information about software events to route contacts in...

Details Using information about software events to route contacts in... Using information about software events to route contacts in...

2007-05-01

2007-05-01

Bui, Bing Q. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S266010

Reexamination Certificate

active

10253145

ABSTRACT:
A need exists to provide software support in a simple and effective manner over long periods of time. At the same time there is a need to allow contact centers to route calls appropriately when those calls relate to complex software support queries. This needs to be achieved without requiring complex call routing methods and apparatus at the contact center. The present invention addresses these problems by using software error codes or the like to route calls in a contact center.

REFERENCES:
patent: 6493447 (2002-12-01), Goss et al.
patent: 6661889 (2003-12-01), Flockhart et al.
patent: 6668286 (2003-12-01), Bateman et al.
patent: 6771765 (2004-08-01), Crowther et al.

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