Appeal No. 1997-3181
Application No. 08/304,345
. . . associating at least one agent-skill indicator
with each of the agents, . . .
forming skill groups of available agents,
. . . having a common agent-skill indicator associated
therewith;
identifying a call-skill indicator . . .;
matching the call-skill indicator with one of the skill
groups . . . (emphasis added).
We find that Appellants' claim 1 includes the step of
forming skill groups of available agents with a common agent-
skill indicator for each group. Additionally, claim 1 recites
that each incoming call is assigned a call-skill indicator
which is matched to the agent-skill indicator in one of the
groups for routing the call to the next available agent in
that group. Appellants point out that the search time is
reduced by eliminating the search among a large number of
agents to match the skill to the needs of the caller. This is
further supported by Appellants' disclosure on pages 8 and 9
of the specification stating that each group is formed based
on a common agent-skill indicator and consequently an agent
may be a member of more than one skill group if more than one
agent-skill indicator is associated with that agent. Thus,
Appellants' claim 1 requires forming skill groups made of
available agents having the same agent-skill indicator.
7
Page: Previous 1 2 3 4 5 6 7 8 9 10 11 12 Next
Last modified: November 3, 2007