UNITED STATES PATENT AND TRADEMARK OFFICE
`
`
`
`UNITED STATES DEPARTMENT OF COMMERCE
`United States Patent and Trademark Office
`Address: COMMISSIONER FOR PATENTS
`PO. Box 1450
`Alexandria, Virginia 2231371450
`www.uspto.gov
`
`15/040,673
`
`02/10/2016
`
`Masayuki Mizumoto
`
`731156.512
`
`1084
`
`S eed IP Law Group LLP/Panas on1e
`701 Fifth Avenue, Suite 5400
`Seattle, WA 98104
`
`POPE” KHARYE
`
`PAPER NUMBER
`
`ART UNIT
`
`2652
`
`NOTIFICATION DATE
`
`DELIVERY MODE
`
`08/31/2018
`
`ELECTRONIC
`
`Please find below and/or attached an Office communication concerning this application or proceeding.
`
`The time period for reply, if any, is set in the attached communication.
`
`Notice of the Office communication was sent electronically on above—indicated "Notification Date" to the
`
`following e—mail address(es):
`US PTOeACtion @ SeedIP .Com
`
`pairlinkdktg @ seedip .eom
`
`PTOL-90A (Rev. 04/07)
`
`

`

`Off/09 A0170” Summary
`
`Application No.
`15/040,673
`Examiner
`KHARYE POPE
`
`Applicant(s)
`Mizumoto et al.
`Art Unit
`AIA Status
`2652
`Yes
`
`- The MAILING DA TE of this communication appears on the cover sheet wit/7 the correspondence address -
`Period for Reply
`
`A SHORTENED STATUTORY PERIOD FOR REPLY IS SET TO EXPIRE g MONTHS FROM THE MAILING
`DATE OF THIS COMMUNICATION.
`Extensions of time may be available under the provisions of 37 CFR 1.136(a). In no event, however, may a reply be timely filed
`after SIX (6) MONTHS from the mailing date of this communication.
`|f NO period for reply is specified above, the maximum statutory period will apply and will expire SIX (6) MONTHS from the mailing date of this communication.
`-
`- Failure to reply within the set or extended period for reply will, by statute, cause the application to become ABANDONED (35 U.S.C. § 133).
`Any reply received by the Office later than three months after the mailing date of this communication, even if timely filed, may reduce any
`earned patent term adjustment. See 37 CFR 1.704(b).
`
`Status
`
`1). Responsive to communication(s) filed on 24 August 2018.
`[:1 A declaration(s)/affidavit(s) under 37 CFR 1.130(b) was/were filed on
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`2a). This action is FINAL.
`
`2b) C] This action is non-final.
`
`3)[:] An election was made by the applicant in response to a restriction requirement set forth during the interview on
`; the restriction requirement and election have been incorporated into this action.
`
`4)[:] Since this application is in condition for allowance except for formal matters, prosecution as to the merits is
`closed in accordance with the practice under Expat/7e Quay/e, 1935 CD. 11, 453 O.G. 213.
`
`Disposition of Claims*
`5)
`Claim(s)
`
`1,5—8,10—11 and 16—21 is/are pending in the application.
`
`5a) Of the above claim(s)
`
`is/are withdrawn from consideration.
`
`E] Claim(s)
`
`is/are allowed.
`
`Claim(s) 1,5—8,10—11 and 16—21 is/are rejected.
`
`[:1 Claim(s)
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`is/are objected to.
`
`) ) ) )
`
`6 7
`
`8
`
`
`
`are subject to restriction and/or election requirement
`[j Claim(s)
`9
`* If any claims have been determined aflowabie. you may be eligible to benefit from the Patent Prosecution Highway program at a
`
`participating intellectual property office for the corresponding application. For more information, please see
`
`http://www.uspto.gov/patents/init events/pph/index.jsp or send an inquiry to PPeredback@uspto.gov.
`
`Application Papers
`10)[:] The specification is objected to by the Examiner.
`
`11)[:] The drawing(s) filed on
`
`is/are: a)D accepted or b)l:] objected to by the Examiner.
`
`Applicant may not request that any objection to the drawing(s) be held in abeyance. See 37 CFR 1.85(a).
`Replacement drawing sheet(s) including the correction is required if the drawing(s) is objected to. See 37 CFR 1.121 (d).
`
`Priority under 35 U.S.C. § 119
`12):] Acknowledgment is made of a claim for foreign priority under 35 U.S.C. § 119(a)-(d) or (f).
`Certified copies:
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`a)D All
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`b)I:J Some”
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`c)C] None of the:
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`1.[:]
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`Certified copies of the priority documents have been received.
`
`2.[:]
`
`Certified copies of the priority documents have been received in Application No.
`
`3.[:] Copies of the certified copies of the priority documents have been received in this National Stage
`application from the International Bureau (PCT Rule 17.2(a)).
`
`** See the attached detailed Office action for a list of the certified copies not received.
`
`Attachment(s)
`
`1)
`
`Notice of References Cited (PTO-892)
`
`2) E] Information Disclosure Statement(s) (PTO/SB/08a and/or PTO/SB/08b)
`Paper No(s)/Mail Date_
`U.S. Patent and Trademark Office
`
`3) C] Interview Summary (PTO-413)
`Paper No(s)/Mail Date
`4) CI Other-
`
`PTOL-326 (Rev. 11-13)
`
`Office Action Summary
`
`Part of Paper No./Mai| Date 20180824
`
`

`

`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 2
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`DETAILED ACTION
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`Response to Amendment
`
`This is in response to Applicants amendment filed 07/12/2018 which has been entered.
`
`Claims 1, 5, 7, 8 and 11 have been amended. Claims 2—4, 9 and 12—15 have been cancelled.
`
`Claims 16—21 have been added. Claims 1, 5—8, 10, 11 and 16—21 are still pending in this
`
`application, with Claims 1, 5 and 7 being independent.
`
`Response to Arguments
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`Applicant’s arguments with respect to Claims 1, 5—8, 10 and 11 have been considered but
`
`are moot because the arguments do not apply to any of the references being used in the current
`
`rejection.
`
`Claim Rejections - 35 US C § 103
`
`The text of those sections of Title 35, U.S. Code not included in this action can be found
`
`in a prior Office action.
`
`Claims 1, 5, 7, 8, 11 and 16—21 are rejected under 35 U.S.C. 103 as being unpatentable
`
`over BENSON et al (2002/0067821 A1) in view of Gisby et al (2008/0130554 A1), and further
`
`in view of Wendt (2014/0211931 A1).
`
`As per Claim 1, Benson teaches a private branch exchange that transfers an incoming
`
`alert to a terminal, which an agent that performs a telephone call answering service operates, in a
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`case in which the incoming alert is received from an external communication terminal, the
`
`private branch exchange comprising: detecting the incoming alert from an external
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`communication terminal; determining a target terminal, and transferring the incoming alert to the
`
`target terminal (Figure 9 — Reference 100; Page 2, Paragraphs [0023] — [0025]; Page 9,
`
`Paragraph [0042]).
`
`

`

`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 3
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`(Note: Benson describes a switch connected to a server that is being considered as the
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`recited private branch exchange [PBX]. The PBX is responsible for establishing, terminating or
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`changing [i.e. transfer/forwarding] a call [Paragraph 0024]. Benson also describes an
`
`embodiment where an incoming call comes in from a customer [i.e. external communication
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`terminal] looking to place an order [Paragraph 0042]. The use of the PBX to direct an incoming
`
`communication teaches the recited an incoming alert detection, determining a target terminal,
`
`and transferring the incoming alert to the target terminal)
`
`Benson also teaches wherein when the target terminal answers the incoming alert, the
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`operations further including: forming a speech path from the external communication terminal to
`
`the target terminal (Figure 9 — Reference 104; Page 2, Paragraph [0024] and [0026]; Page 4,
`
`Paragraph [0043]); storing log data to the memory (Figure 2 — References 30 and 34; Page 3,
`
`Paragraph [0034]; Page 4, Paragraph [0038]).
`
`Benson continues to teach displaying a report of the log data for each of a plurality of
`
`agents whose terminal receives an incoming alert, the log data for the incoming alert received by
`
`each of the plurality of agents being grouped together (Figure 2 — References 30, 34, 40 and 48;
`
`Page 3, Paragraph [0030]; Page 4, Paragraph [0038]).
`
`(Note: The Create Custom Report component generates reports based on data contained
`
`in the archive database. Reports templates are retrieved from the report parameter database and
`
`can be generated for the entire call center or for individual agents. It would be obvious to display
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`reports for individual agents fitting specified criteria [i.e. filtering agents by a specific parameter]
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`stored in the archive database)
`
`Benson does not explicitly teach a processor; a memory including instructions; and
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`wherein when the target terminal does not answer the incoming alert and a predetermined non—
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`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 4
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`answer monitoring time has expired after transferring the incoming alert to the target terminal.
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`However, Gisby does teach a processor (Figure 4 — Reference 460; Page 5, Paragraph [0046]); a
`
`memory including instructions (Figure 4 — References 420, 430 and 440; Page 5, Paragraph
`
`[0046] and [0049]); and wherein when the target terminal does not answer the incoming alert and
`
`a predetermined non—answer monitoring time has expired after transferring the incoming alert to
`
`the target terminal (Figure 7 — Reference 570; Page 10, Paragraphs [0091] and [0092]).
`
`(Note: Gisby describes determining if the current ring count exceeds the maximum ring
`
`count defined by user [i.e. predetermined number of rings allowed]. Gisby also describes the use
`
`of a timer that is used to check the time equivalent to the time associated with the user defined
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`maximum ring count. Gisby also indicates that if the current ring count exceeds the maximum
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`ring count, the call may be forwarded [i.e. to voicemail/another agent])
`
`The combination of Benson and Gisby teaches wherein when the target terminal does not
`
`answer the incoming alert and a predetermined non—answer monitoring time has expired after
`
`transferring the incoming alert to the target terminal, the operations further including
`
`determining a subsequent target terminal and transferring the incoming alert to the subsequent
`
`target terminal, and a sub sequent terminal predetermined non—answering time has expired after
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`transferring the incoming alert to the subsequent target terminal.
`
`(Note: Gisby describes making a determination as to whether the current ring count
`
`exceeds the maximum ring count defined by user and if so forwarding of the call. The PBX
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`described by Benson is responsible for establishing, terminating or changing [i.e.
`
`transfer/forwarding] a call. It would be obVious to have the PBX forward the call from the
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`originally targeted terminal to a subsequent terminal if the original terminal does not answer the
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`call and repeat the process again if the first subsequent terminal doesn’t answer the call)
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`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 5
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`The combination of Benson and Gisby also teaches an incoming alert result indicating the
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`incoming alert was unanswered by the target terminal, an incoming alert result indicating the
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`incoming alert was answered, unanswered or abandoned by the subsequent target terminal, a
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`name of an agent which is related to the target terminal which did not answer the incoming alert
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`and a name of an agent which is related to the subsequent target terminal (Benson: Figure 2 —
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`References 30 and 34; Page 3, Paragraph [0034]; Page 4, Paragraph [0038]).
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`(Note: Benson describes fields of the call log database as including: unique call identifier;
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`the time an agent’s phone is alerted [i.e. start time of alert], the time an agent’s phone is
`
`connected [i.e. end time of alert if agent answers the call]; the time an agent’s phone is
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`disconnected [i.e. end time of alert if call is not answered by the agent])
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`(Note: The fields of the call log database also include: forwarded reason if any [i.e. an
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`incoming alert result indicating the incoming alert was unanswered or abandoned by the
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`subsequent target terminal]; and agent ID. This information is recorded for all calls so it is also
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`recorded for any subsequently targeted terminal.)
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`(Note: Benson describes the use of an archive database that stores data from the call log
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`and the daily report. Information obtained include number of abandoned calls; number of
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`multiple abandoned calls; dialed number of all abandoned calls; average wait time; longest wait
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`time; number of abandoned calls with CLI/ANI information; disposition or completion code for
`
`all transferred calls [i.e. incoming alert result indicating the incoming alert was abandoned)].
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`(Note: The call log database described by Benson includes the time the agent's phone is
`
`connected [i.e. start time]; the time the agent's phone is disconnected [i.e. end time]; the agent's
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`ID [i.e. name of agent which is related to the target terminal]; call type; directory number of the
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`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 6
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`telephone the call was forwarded from; business information associated with this call [i.e. name
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`of an agent which is related to the target terminal which did not answer the incoming alert])
`
`(Note: Gisby describes making a determination as to whether the current ring count
`
`exceeds the maximum ring count defined by user and if so forwarding of the call. The PBX
`
`described by Benson is responsible for establishing, terminating or changing [i.e.
`
`transfer/forwarding] a call. It would be obvious to have the PBX continue to forward the call
`
`from any targeted terminal (i.e. first terminal, second terminal... nth terminal) to a subsequent
`
`terminal if the targeted terminal does not answer the call)
`
`It would have been obvious to one of ordinary skill before the effective filing date of the
`
`claimed invention to modify the system taught by Benson with the system as taught by Gisby to
`
`provide call center administrators a record of how often agents are ignoring calls that have been
`
`as signed to the agent enabling the call center administrator to consider this data when conducting
`
`performance reviews.
`
`The combination of Benson and Gisby does not explicitly teach log data including, a start
`
`time of the incoming alert to the target terminal and an end time of the incoming alert to the
`
`target terminal when the incoming alert is unanswered by the target terminal and a start time of
`
`the incoming alert to the subsequent target terminal and an end time of the incoming alert to the
`
`subsequent target terminal when the incoming alert to the subsequent terminal is answered,
`
`unanswered or abandoned at the subsequent target terminal.
`
`However, Wendt does teach log data including, a start time of the incoming alert to the
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`target terminal and an end time of the incoming alert to the target terminal when the incoming
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`alert is unanswered by the target terminal and a start time of the incoming alert to the subsequent
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`target terminal and an end time of the incoming alert to the subsequent target terminal when the
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`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 7
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`incoming alert to the subsequent terminal is answered, unanswered or abandoned at the
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`subsequent target terminal (Figure 10A, 10B and 11A; Page 6, Paragraph [0080]).
`
`(Note: In Figure 10A, Wendt describes the Disposition Time parameter as the wait time
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`[e.g. ringing] until the call disposition [i.e. answered/abandoned] is recorded. In Figure 10B,
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`Wendt describes Segment Start and Segment Stop [i.e. the times where a particular
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`segment/stage/phase of a call [i.e. ringing] starts/stops. Ring Time is also described as time spent
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`ringing at an agent station for a call segment. In Figure llA, Wendt describes Call Disposition
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`[e. g. connected/answered/disconnected/other])
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`(Note: In paragraph [0080], Wendt describes extracting data in call logs created by a data
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`logger in an effort to monitor the efficiency of the call center, call center equipment and agent
`
`performance. This data is used to generate reports that are used by call center administrators to
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`identify performance deficiencies)
`
`It would have been obvious to one of ordinary skill before the effective filing date of the
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`claimed invention to modify the system taught by Benson and Gisby with the system as taught
`
`by Wendt to enable call administrators to understand current calling patterns; identify agent
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`patterns involving unacceptable attributes such as long call segments, excessive hold times and
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`frequent disconnects; determine average time from ring to answer or disconnect to placement of
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`a next call in an effort to rate the efficiency of the call center and its agents.
`
`As per Claim 5, the combination of Benson, Gisby and Wendt teaches a communication
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`method as described in Claim 1 above. Benson also teaches a plurality of terminals (Figure l —
`
`Reference 22; Page 2, Paragraph [0023]); a manager terminal (Figure l — Reference 12; Page 2,
`
`Paragraph [0025]; and in a case in which the manager terminal indicates the acquisition of report
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`information to the private branch exchange, the operations further including transmitting the log
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`

`

`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 8
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`data to the manager terminal (Figures 1 and 2 — References 12, 34 and 48; Page 3, Paragraph
`
`[0033]; Page 4, Paragraph [0038]).
`
`(Note: Benson describes the use of a server that has a manager terminal connected to it.
`
`The use of the create custom report component draws upon information contained within the
`
`archive database to generate reports based on events stored in the call log which may be
`
`displayed on the manager terminal)
`
`It would have been obvious to one of ordinary skill before the effective filing date of the
`
`claimed invention to modify the system and method taught by Benson and Gisby with the system
`
`and method as taught by Wendt to enable call administrators to understand current calling
`
`patterns; identify agent patterns involving unacceptable attributes such as long call segments,
`
`excessive hold times and frequent disconnects; determine average time from ring to answer or
`
`disconnect to placement of a next call in an effort to rate the efficiency of the call center and its
`
`agents.
`
`As per Claim 7, the combination of Benson, Gisby and Wendt teaches a communication
`
`system and method as described in Claims 1 and 5 above. It would have been obvious to one of
`
`ordinary skill before the effective filing date of the claimed invention to modify the system and
`
`method taught by Benson and Gisby with the system and method as taught by Wendt to enable
`
`call administrators to understand current calling patterns; identify agent patterns involving
`
`unacceptable attributes such as long call segments, excessive hold times and frequent
`
`disconnects; determine average time from ring to answer or disconnect to placement of a next
`
`call in an effort to rate the efficiency of the call center and its agents.
`
`As per Claims 8 and ll, Benson teaches wherein when the target terminal does not
`
`answer the incoming alert and the corresponding incoming alert is ceased after transferring the
`
`

`

`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 9
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`incoming alert to the target terminal, the operations further including: storing log data to the
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`memory, the log data including a start time and an end time of the incoming alert to the target
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`terminal when the target terminal does not answer the incoming alert, an incoming alert result
`
`indicating the incoming alert was abandoned, and a name of an agent which is related to the
`
`target terminal which did not answer the incoming alert (Figure 2 — Reference 34; Page 4,
`
`Paragraph [0038]).
`
`(Note: Benson describes the use of an archive database that stores data from the call log
`
`and the daily report. Information that may be obtained may include the number of abandoned
`
`calls; the number of multiple abandoned calls; the dialed number of all abandoned calls; the
`
`average wait time; the longest wait time; the number of abandoned calls with CLI/ANI
`
`information; the disposition or completion code for all transferred calls [i.e. incoming alert result
`
`indicating the incoming alert was abandoned])
`
`(Note: As described in Claim 1, the call log database includes the time the agent's phone
`
`is connected [i.e. start time]; the time the agent's phone is disconnected [i.e. end time]; the
`
`agent's ID [i.e. name of agent which is related to the target terminal]; the call type; the directory
`
`number of the telephone the call was forwarded from; business information associated with this
`
`call [i.e. name of an agent which is related to the target terminal which did not answer the
`
`incoming alert])
`
`As per Claims 16—19, the combination of Benson, Gisby and Wendt teaches wherein the
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`log data stored in memory for an incoming alert ends with information indicating the incoming
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`alert was answered or abandoned at the subsequent target terminal as described in Claim 1. It
`
`would have been obvious to one of ordinary skill before the effective filing date of the claimed
`
`invention to modify the system and method taught by Benson and Gisby with the system and
`
`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 10
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`method as taught by Wendt to enable call administrators to understand current calling patterns;
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`identify agent patterns involving unacceptable attributes such as long call segments, excessive
`
`hold times and frequent disconnects; determine average time from ring to answer or disconnect
`
`to placement of a next call in an effort to rate the efficiency of the call center and its agents.
`
`As per Claims 20 and 21, the combination of Benson, Gisby and Wendt teaches wherein
`
`the log data stored in memory for the incoming alert to the subsequent target terminal is the end
`
`time of the incoming alert to the subsequent target terminal when the incoming alert to the
`
`subsequent target terminal is unanswered by the subsequent target terminal (Note: In paragraph
`
`[0089], Gisby describes a user [i.e. agent] making a decision to accept the call [i.e. answer call],
`
`divert call to voicemail or refuse the call [i.e. unanswered call]. The result of the call is then
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`recorded as call disposition)
`
`It would have been obvious to one of ordinary skill before the effective filing date of the
`
`claimed invention to modify the system and method taught by Benson and Gisby with the system
`
`and method as taught by Wendt to enable call administrators to understand current calling
`
`patterns; identify agent patterns involving unacceptable attributes such as long call segments,
`
`excessive hold times and frequent disconnects; determine average time from ring to answer or
`
`disconnect to placement of a next call in an effort to rate the efficiency of the call center and its
`
`agents.
`
`Claim 6 is rejected under 35 U.S.C. 103 as being unpatentable over BENSON et al
`
`(2002/0067821 A1) in view of Gisby et al (2008/0130554 A1), and further in view of Wendt
`
`(2014/0211931 A1) as applied to Claim 5 above, and further in view of Reding et al
`
`(2005/0053221 A l ).
`
`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 11
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`As per Claim 6, the combination of Benson, Gisby and Wendt teaches the
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`communication system according to Claim 5; but does not explicitly teach wherein each of the
`
`plurality of terminals is provided with a button which displays that an incoming alert is
`
`transferred from the private branch exchange. However, Reding does teach wherein each of the
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`plurality of terminals is provided with a button which displays that an incoming alert is
`
`transferred from the private branch exchange (Page 9, Paragraph [0115]).
`
`It would have been obvious to one of ordinary skill before the effective filing date of the
`
`claimed invention to modify the system taught by Benson, Gisby and Wendt with the system as
`
`taught by Reding to provide an adaptive method and apparatus for providing a user with a
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`notification of a call allowing the user may receive timely notifications of incoming calls and
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`voice mail messages.
`
`Claim 10 is rejected under 35 U.S.C. 103 as being unpatentable over BENSON et al
`
`(2002/0067821 A1) in view of Gisby et al (2008/0130554 A1), and further in view of Wendt
`
`(2014/0211931 A1) as applied to Claim 5 above, and further in view of Fahlgren et al
`
`(2013/0336472 A1).
`
`As per Claim 10, the combination of Benson, Gisby and Wendt teaches the
`
`communication system according to Claim 5; but does not explicitly teach a voice accumulation
`
`device which accumulates an automatic guidance message and music, and the operations further
`
`including: indicating reproduction of the automatic guidance or the music to the voice
`
`accumulation device, and wherein when the target terminal answers the incoming alert or when
`
`the target terminal does not answer the incoming alert and a predetermined non—answer
`
`monitoring time has expired after transferring the incoming alert to the target terminal, the
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`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 12
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`operations further including: indicating cessation of the reproduction of the automatic guidance
`
`or the music to the voice accumulation device.
`
`However, Fahlgren does teach a voice accumulation device which accumulates an
`
`automatic guidance message and music, and the operations further including: indicating
`
`reproduction of the automatic guidance or the music to the voice accumulation device, and
`
`wherein when the target terminal answers the incoming alert or when the target terminal does not
`
`answer the incoming alert and a predetermined non—answer monitoring time has expired after
`
`transferring the incoming alert to the target terminal, the operations further including: indicating
`
`cessation of the reproduction of the automatic guidance or the music to the voice accumulation
`
`device (Page 2, Paragraphs [0020] and [0021]; Page 3, Paragraph [0023]).
`
`(Note: Gisby describes the use of an Interactive Voice Response (IVR) element (i.e.
`
`voice accumulation device) that provides prompts and announcements for system users. Fahlgren
`
`describes the use of queue—state applications [i.e. call treatments] for callers waiting to be
`
`connected to a destination [i.e. call center agent]. The call treatments described include an added—
`
`state application, a wait—state application and an action—state application)
`
`(Note: An example of an added—state application is an announcement that the user has
`
`been added to a queue. A wait—state application is a queue—state application executed while
`
`waiting in queue [i.e. execute and play audio/music or perform text to speech conversion and
`
`engage the caller while in queue]. An example of an action—state application is the playing of a
`
`message notifying the caller that the call is now being connected)
`
`It would have been obvious to one of ordinary skill before the effective filing date of the
`
`claimed invention to modify the system taught by Benson, Gisby and Wendt with the system as
`
`taught by Fahlgren to inform a user waiting to be connected to an agent of the current status of
`
`

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`Application/Control Number: 15/040,673
`Art Unit: 2652
`
`Page 13
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`the queue (i.e. expected wait time/number of callers ahead) allowing the user to make an
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`intelligent decision to regarding continuing to wait or to try again later.
`
`Conclusion
`
`The prior art made of record and not relied upon is considered pertinent to applicant's
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`disclosure. Geffen et al (2011/0007889 A1), Benzer et al (7,894,591 B2), Vedula (2015/0213454
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`A1), Wasserblat et al (2010/0070276 A1), Shaffer et al (2006/0126816 A1), Vendrow et al
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`(2010/0128867 A1), Kirchhoff et al (8,369,311 B 1), Sato et al (2002/0051530 A1), Tendick et al
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`(2014/0254786 A1), Walker et al (2004/0208307 A1), Riefel (2015/0131793 A1) and Morris
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`(2005/0105711 A1). Each of these describes systems and method of distributing calls within a
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`call center.
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`Applicant's amendment necessitated the new ground(s) of rejection presented in this
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`Office action. Accordingly, THIS ACTION IS MADE FINAL. See MPEP § 706.07(a).
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`Applicant is reminded of the extension of time policy as set forth in 37 CFR 1.136(a).
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`A shortened statutory period for reply to this final action is set to expire THREE
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`MONTHS from the mailing date of this action. In the event a first reply is filed within TWO
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`MONTHS of the mailing date of this final action and the advisory action is not mailed until after
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`the end of the THREE—MONTH shortened statutory period, then the shortened statutory period
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`will expire on the date the advisory action is mailed, and any extension fee pursuant to 37
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`CFR 1.136(a) will be calculated from the mailing date of the advisory action. In no event,
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`however, will the statutory period for reply expire later than SIX MONTHS from the date of this
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`final action.
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`

`

`Application/Control Number: 15/040,673
`Art Unit: 2652
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`Page 14
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`Any inquiry concerning this communication or earlier communications from the
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`examiner should be directed to KHARYE POPE whose telephone number is (571)270—5587.
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`The examiner can normally be reached on Monday — Friday 8AM — 4PM.
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`Examiner interviews are available via telephone, in—person, and video conferencing using
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`a USPTO supplied web—based collaboration tool. To schedule an interview, applicant is
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`encouraged to use the USPTO Automated Interview Request (AIR) at
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`http://www.uspto.gov/interviewpractice.
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`If attempts to reach the examiner by telephone are unsuccessful, the examiner’s
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`supervisor, Ahmad Matar can be reached on (571) 272—7488. The fax phone number for the
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`organization where this application or proceeding is assigned is 571—273—8300.
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`/KHARYE POPE/
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`Examiner, Art Unit 2652
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`/ANTIM G SHAH/
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`Primary Examiner, Art Unit 2652
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`