Appeal No. 2006-2574
Application No. 10/331,706
The invention pertains to controlling the allocation of
resources in a queue management system based on presence
information.
Representative independent claim 36 is reproduced as
follows:
36. A method for handling resources comprising:
defining a plurality of skill sets for a queue management
system;
registering individual resources of a plurality of resources
for one or more of the plurality of skill sets;
receiving a request at the queue management system for
provision of a response to an inquiry related to one of the
plurality of skill sets;
determining whether any of the resources are registered for
the one of the plurality of skill sets;
placing the request into a queue associated with the one of
the plurality of skill sets; and
removing the request from the queue and assigning the
request to a resource based on information from a presence system
associated with the queue management system.
The examiner relies on the following references:
Kinshinsky et al (Kinshinsky) 6,067,357 May 23, 2000
Busey et al (Busey) 6,377,944 Apr. 23, 2002
Mengshoel et al (Mengshoel) 2003/0059029 Mar. 27, 2003
Zmolek 2003/0154293 Aug. 14, 2003
Claims 36-53 stand rejected under 35 U.S.C. § 103. As
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