Appeal No. 1997-3181
Application No. 08/304,345
Appellants' invention relates to an automatic call
distribution by grouping available agents according to their
skills so that callers are quickly connected to agents with
skills matching the specific needs of the callers. More
specifically, Appellants on page 8 of the specification and
Fig. 2 show that each agent is assigned one or more agent-
skill indicators which are representative of one or more
corresponding skills of the agent. The agents are then
grouped into skill groups 110a through 110n according to their
assigned agent-skill indicators. Each skill group is made of
agents having a common agent-skill indicator while a specific
agent may be included in more than one group based on the
agent's different skills. Appellants further disclose on page
10 of the specification that a call-skill indicator
representative of the skill needed to help the caller is
assigned to each received call. The calls are then routed to
the matching skill group to be connected to the next available
agent in that group.
Representative independent claim 1 is reproduced as
follows:
1. A method for routing an incoming telephone call
from an external caller to one of a plurality of available
2
Page: Previous 1 2 3 4 5 6 7 8 9 10 11 12 Next
Last modified: November 3, 2007