Appeal No. 2006-1092
Application No. 08/948,530
agent systems 402, 404, 406 via Internet network 408 [Andrews, col. 11, lines
54-55; Fig. 9]. Central controllers 30A', 30B' control individual Internet servers
within the Internet 408 to optimally route Internet calls through the Internet 408 to
the agent systems [Andrews, col. 11, lines 60-64]. See also Andrews, col. 18,
lines 13-27 (text of claim 1). Notably, such Internet-based call routing is
conducted in a manner that is functionally similar to that used by the central
controllers to optimally route calls through networks 12, 14, 16 to agent systems
402, 404, 406 [Andrews, col. 11, lines 60-67].1 In our view, Andrews' Internet-
based call routing system fully reads on a call-processing system in the Internet
including an SCP processor and an Internet routing server in the Internet with a
database connected to the routing server as claimed.
Furthermore, we find that the examiner's reliance on Becker for the
teaching of using a CTI data collection server for collecting data regarding the
status of agents from multiple call centers at the network level for call routing is
reasonable and the reference is reasonably combinable with Andrews. As noted
previously, Becker's routing engine uses data retrieved from the database to
calculate the optimal way to route calls to multiple call centers. Specifically,
Becker's CTI data collection server 38 continuously collects data from each call
1 We also note that Andrews states that central controllers 30A', 30B' operate in a substantially
similar manner to that of controllers 30A and 30B of another embodiment [Andrews, col. 11, lines
57-67]. In this embodiment, Andrews shows in Fig. 6A that primary central controller 30A
comprises a database manager 52A and database storage means 54A similar to the first
embodiment. Furthermore, Andrews notes that the operation of system 200 in this embodiment
is substantially similar to system 10 of the first embodiment [Andrews, col. 8, lines 51-55].
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