Appeal No. 2003-0977
Application No. 09/219,995
Related Issue
We note that the oath lists the second inventor as "Robin H.
Foster" and his residence as "Little Silver" in the state of "New
Jersey." There has been a transcription error on the part of the
Office in transferring this data into the rest of the record
where the inventor and residence are listed as "Robin H. Roster"
of the town of "Foster" in the state of "Massachusetts." The
Examiner is instructed to have these errors corrected
accordingly.
Invention
Appellants' invention relates to methods and apparatus for
implementing a selection process in a call processing system. A
call selection process in a call center is configured to utilize
a continuum of skill levels, in one or more categories, for a
given multi-skill agent. Categories of levels are associated
with skills supported by each agent, with each of the categories
including a level, e.g., a numerical value for each of the
skills. The levels are used in a call selection computation that
determines which of a number of waiting calls should be delivered
to the agent. See Appellants' specification at page 2, lines 18-
24.
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