“Pull” architecture contact center

Details “Pull” architecture contact center “Pull” architecture contact center

2007-06-12

2007-06-12

Tieu, Benny Quoc (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265110

Reexamination Certificate

active

10691118

ABSTRACT:
A system and method for processing a user inquiry. The method includes receiving a user inquiry, sending a first request for user information to a first database, providing the user information from the first database, and selecting a first agent. The first agent has a desirable set of skills and is available. Additionally, the method includes sending the user information to the selected first agent with a first web browser and sending the user inquiry to the selected first agent in response to a first signal indicative of a first consent from the selected first agent within a predetermined period of time.

REFERENCES:
patent: 6985576 (2006-01-01), Huck
patent: 2001/0040887 (2001-11-01), Shtivelman et al.
patent: 2002/0141561 (2002-10-01), Duncan et al.
patent: 2004/0047302 (2004-03-01), Dezonno et al.
patent: 2005/0086290 (2005-04-01), Joyce et al.
patent: 2006/0165066 (2006-07-01), Campbell et al.

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