Appeal No. 2006-1092
Application No. 08/948,530
centers and information in the database is collected and processed at the call
centers. Information is collected, processed, and forwarded to the database to
enhance call-routing efficiency and accuracy.
Representative claim 6 is reproduced as follows:
6. An Internet Protocol Network Telephony (IPNT) call-routing system for
routing incoming IPNT calls to at least one agent workstation in an IPNT-capable
call center, comprising:
an initial call-processing system in the Internet receiving IPNT calls from
customers in the Internet, and including a Service Control Point (SCP) processor
routing the incoming IPNT calls to selected agent addresses at the at least one
call center;
characterized in that the SCP processor uses activity information,
including one or more of call volume, agent status, and agent skills, received
from the at least one call center to select the agent addresses at agent
workstations in the at least one call center to route the incoming IPNT calls.
The examiner relies on the following references:
6,064,730 Ginsberg May 16, 2000
(filed Jun. 9, 1997)
6,044,144 Becker et al. (Becker) Mar. 28, 2000
(filed Feb. 7, 1997)
5,884,032 Bateman et al. (Bateman) Mar. 16, 1999
(filed Sep. 25, 1995)
5,848,143 Andrews et al. (Andrews) Dec. 8, 1998
(filed Nov. 5, 1996)
The following rejections are on appeal before us:
1. Claims 6-8 stand rejected under 35 U.S.C. § 103(a) as being
unpatentable over Ginsberg in view of Becker.
2
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