Telecommunications – Radiotelephone system – Zoned or cellular telephone system
Reexamination Certificate
2002-03-21
2010-02-02
Corsaro, Nick (Department: 2617)
Telecommunications
Radiotelephone system
Zoned or cellular telephone system
C379S265050, C379S265060, C379S265100, C379S269000, C379S309000, C455S453000
Reexamination Certificate
active
07657263
ABSTRACT:
A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.
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MSN Encarta Dictionary, http://encarta.msn.com/dictionary—/workflow.html.
Chahrouri Gebran G.
Collins Kevin T.
Patel Labhesh
Yeo Chris S. L.
Baker & Botts L.L.P.
Cisco Technology Inc.
Corsaro Nick
Lebassi Amanuel
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