Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-12-02
2009-12-22
Smith, Creighton (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266100
Reexamination Certificate
active
07636433
ABSTRACT:
A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.
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Noyan Nilay
Paddock Henry R.
Tendick Patrick H.
Avaya Inc.
Chapin IP Law LLC
Rouille, Esq. David W.
Smith Creighton
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