Appeal No. 2004-1179
Application No. 09/127,284
(b) identifying the initiating customer of the
interaction request;
(c) retrieving data specific to the customer;
(d) retrieving real-time variable data other than
customer-specific data;
(e) using a specific algorithm, calculating a
probable profit contribution for the pending
interaction request based on the data retrieved in
steps (c) and (d); and
(f) routing the pending interaction request
automatically to an available resource based upon the
results of the calculation using the algorithm of step
(e).
The references relied on by the examiner are:
Levy et al. (Levy) 5,291,550 Mar. 1, 1994
Katz et al. (Katz) 6,055,513 Apr. 25, 2000
(filed Mar. 11, 1998)
Walker et al. (Walker) 6,088,444 Jul. 11, 2000
(filed Apr. 11, 1997)
Claims 23 through 28 and 34 through 39 stand rejected under
the second paragraph of 35 U.S.C. § 112 for indefiniteness.
Claims 23, 24, 27 through 29, 32 through 35 and 37 through
39 stand rejected under 35 U.S.C. § 103(a) as being unpatentable
over Walker in view of Levy.
Claims 25, 26, 30, 31 and 36 stand rejected under 35 U.S.C.
§ 103(a) as being unpatentable over Walker in view of Levy and
Katz.
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