Stores as call center resources

Details Stores as call center resources Stores as call center resources

2011-08-30

2011-08-30

Hong, Harry (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265110, C379S266090

Reexamination Certificate

active

08009821

ABSTRACT:
An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, determining a phone line to route a call for the registered store based on call center routing rules, and routing the call to the determined phone line.

REFERENCES:
patent: 6661882 (2003-12-01), Muir et al.
patent: 7349535 (2008-03-01), Shaffer et al.
U.S. Appl. No. 10/886,333, Off. Action, Everingham et al., OA mailed Oct. 15, 2007.
U.S. Appl. No. 10/886,333, filed Jun. 5, 2008, Everingham et al., Notice of Allowance.

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