Appeal No. 2006-1092
Application No. 08/948,530
center router and data server with a database that stores information about the
status of the agents at the call center [answer, page 4]. The examiner finds that,
in view of Becker, it would have been obvious to one of ordinary skill in the art at
the time of the invention to modify Ginsberg to couple a plurality of call centers
with the Internet for reporting the agent information to a data server and use such
information to route incoming calls to the call center to balance the load between
call centers [answer, page 4].
Appellant argues that Ginsberg does not teach or have motivation for an
initial call-processing system in the Internet including a service control point that
receives agent information from a plurality of call centers for storing in the
database to route the incoming calls to the call center [brief, page 14]. According
to appellant, Ginsberg's routing system is at the customer premises serving only
that customer. Because the customer provides all routing functions and
decisions, appellant argues that no need exists for central computerized routing
intelligence at the Internet level [id.].
The examiner responds that Ginsberg's control and signaling module 275
reads on the claimed SCP processor. The examiner notes that the control and
signaling module is coupled to databases 352, 354, and 356 that provide
information that is used to route incoming calls from server 200 to an available
agent at call center 250 [answer, page 6]. The examiner also contends that
because incoming calls are routed to agents using Internet protocol, the
components are at the Internet level [id.].
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