Appeal No. 2006-1092
Application No. 08/948,530
Appellant also argues that Becker does not receive agent information from
multiple call centers for storing in a database to route incoming calls in a call
center. According to appellant, Becker teaches that for each call received at the
network switch 30, the individual call centers are queried for agent availability,
load status, etc. Thus, Becker does not teach storing call status information or
any other call routing information in a database at the Internet network level
[brief, page 15]. Appellant also argues that Becker lacks any teaching of
Internet equipment capable of performing the database and SCP functions at the
Internet level [id.].
The examiner responds that Becker's computer/telephony interface (CTI)
data collection server 38 collects data from call centers from CTI server 60 via
Internet 26 [answer, pages 6 and 7]. According to the examiner, the call center
router in Becker uses this information to determine which call center has an
available agent and route the call accordingly [answer, page 7].
We will sustain the examiner's rejection of claims 6-8. As an initial matter,
we agree with the examiner's interpretation that "an initial call-processing system
in the Internet receiving IPNT calls from customers in the Internet" (emphasis
added) does not preclude the Internet-based system of Ginsberg in view of the
scope and breadth of the claim language.
Ginsberg teaches that a "call" originates from the customer's "interactive
display device" 175 (e.g., a computer/display device) that is provided with an
7
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