Appeal No. 1997-3181
Application No. 08/304,345
agents in an automatic call distribution system, an available
agent being an agent that is presently able to accept incoming
telephone calls, the method comprising the steps of:
associating at least one agent-skill indicator with
each of the agents, the agent-skill indicator being
representative of at least one skill of each of the agents;
forming skill groups, each of the skill groups
having a common agent-skill indicator associated therewith;
inserting available agents into the skill groups by
matching each of the at least one agent-skill indicators
associated with each of the available agents and one of the
common agent-skill indicators associated with the skill
groups;
identifying a call-skill indicator deemed useful in
satisfying a need of the external caller;
matching the call-skill indicator with one of the
skill groups associated with a common agent-skill indicator
which corresponds to the call-skill indicator; and
connecting the external caller to one of the
available agents in the matched skill group.
The Examiner relies on the following reference:
Kohler et al. (Kohler) 5,206,903 April 27,
1993
Claims 1 through 9 and 11 through 20 stand rejected under
35 U.S.C. § 103 over Kohler.
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