Appeal No. 1997-3181
Application No. 08/304,345
limitation of "skill group" reads on Kohler's agent groups 230
and 240. Kohler teaches in col. 3, line 57, through col. 4,
line 25, and Fig. 1 that callers are routed to two different
splits depending on the number dialed. Kohler further shows
in col. 4, lines 63 through 68, and Fig. 2 that the agent
group connected to split member 1 contains agents with
different skills. Therefore, a split is not limited to a
particular skill. Further, another search is needed to find
the agent with the skill that matches the caller's need. Each
call also has other information related to needed skills
associated with it that determines which agent with a specific
skill within each group receives the call. With respect to
the presence of available and unavailable agents in the group,
we find that Kohler in col. 7, lines 56 through 58, teaches
that agent skills stored in memory are cleared when an agent
becomes unavailable. Therefore, we find that the pool of
agents to be searched in memory for a matching skill contains
only available agents.
As our reviewing court stated in In re Dembiczak, 175
F.3d 994, 999, 50 USPQ2d 1614, 1617 (Fed. Cir. 1999),
combining prior art references without evidence of such a
9
Page: Previous 1 2 3 4 5 6 7 8 9 10 11 12 Next
Last modified: November 3, 2007