Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2003-10-23
2008-09-30
Nguyen, Quynh H (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020, C379S265030, C379S265060, C379S265140, C379S266010, C379S266030, C379S266040, C379S266060, C379S309000
Reexamination Certificate
active
07430290
ABSTRACT:
A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which monitors the status of the queues and the status of the service agents. When a parameter such as the number of users in a queue or the expected waiting time exceeds a pre-set threshold, the VQSS reassigns end-users from the problematic queue, and/or re-assigns service agents from other queues to the problematic queue. The VQSS comprises a memory storing the virtual queues, and a processor for managing the virtual queues.
REFERENCES:
patent: 6314177 (2001-11-01), Davis et al.
patent: 6449646 (2002-09-01), Sikora et al.
patent: 7272223 (2007-09-01), McCormack et al.
patent: 2002/0018554 (2002-02-01), Jensen et al.
patent: 0 419 285 (1991-03-01), None
patent: 1 296 502 (2003-03-01), None
patent: 93/04447 (1993-03-01), None
patent: 00/05867 (2000-02-01), None
patent: 00/35173 (2000-06-01), None
Telecorp Product Inc.: “Managing your call center”, XP002320877, retrieved on Mar. 9, 2005, pp. 1-54.
International Search Report for PCT/IB2004/052170 dated Mar. 23, 2005.
Ericsson Canada Inc.
Nguyen Quynh H
Nicolaescu Alex
Telefonaktiebolaget LM Ericsson (Publ)
LandOfFree
Virtual queuing support system and method does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Virtual queuing support system and method, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Virtual queuing support system and method will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3965379