U.S. Patent Application, J.E. Kohler 5, Serial No. 08/674,477, "Agent Vectoring", Filed Jul. 2, 1996. |
U.S. Patent Application, A.V. Tonisson 1, Serial No. 08/790,010, "Automatic Dynamic Changing of Agents' Call-Handling Assignments", Filed Jan. 28, 1997. |
DEFINITY.RTM. Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-520, Issue 3, Nov. 1993, 43 pages. |
Foster: "Advanced DEFINITY Call Centers: Working for You and Your Customers" vol. 9, No. 2, 1994, pp. 6-11, XP000458375, New York, USA. |