, AU1i.14.2014 12:55PM
`‘
`
`ROYLANCE ABRAMS
`
`,7
`
`37770
`
`N0.838
`
`P.
`
`2
`
`m
`
`IN THE UNITED STATES PATENT AND TRADEMARK OFFICE
`
`In re Application of
`
`John C. Mears ct a1.
`
`Serial No.: 09/400,320
`
`Filed: September 21, 1999
`
`For: A CONTACT CENTER SYSTEM CAPABLE OF
`HANDLING MULTIPLE MEDIA TYPES OF
`CONTACTS AND METHOD FOR USING
`THE SAME
`
`U.S. Patent No. 7,092,509
`
`:
`
`Notice ofAllowance
`Mailed March 17, 2006
`
`AS SERTION OF ENTITLEMENT TO SMALL ENTITY STATUS
`PURSUANT TO 32 QLL § 1.271g1121
`
`Commissioner for Patents
`PO. Box 1450
`Alexandria, VA 22313-1450
`
`Sir:
`
`PatentedApplicant hereby advises that it qualifies for small entity Status. Acoordingly, the
`
`Issue Fee due on August 15, 2014 is being paid concurrently herewith in the amount applicable to small
`entities.
`
`Respectfully submitted,
`
`ecker/
`/Sta.ce J. Lon
`Stacey J. Longanecker
`Attorney fer Applicant
`Registration No. 33,952
`
`Roylance, Abrams, Berdo & Goodman, L.L.P.
`1300 19" Street, N.w., Suite 600
`Washington, DC. 20036
`(202) 659-9076
`
`Dated: August 14, 2014
`
`PAGE 213’ RCVD AT 811112014 1:12:09 PM [Eastern Daylight Time]' SVRIW-PTOFAX-OD 111D ' DN1$:27365110 “ CSID:2026599344 * DURATION (mm-5510060
`
`inContact, Inc.
`Exhibit 1005
`Page 1 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 1 of 640
`
`

`

`DOCKET NO.
`PLAINTIFF
`
`IL!
`
`' LI 3
`
`DATE FILED
`1/15/2014
`
`U.S. DISTRICT COURT
`DEFENDANT
`
`District of Delaware
`
`Microlog Corp.
`
`Mitel Networks, Inc.
`
`PATENT OR
`TRADEMARK NO
`
`DATE OF PATENT
`OR TRADEMARK
`
`US 7,092, 509 81
`
`8/15/2006
`
`HOLDER OF PATENT OR TRADEMARK
`
`DATE INCLUDED
`
`1n the above—entitled case. the following patent(s)/ trademarHs) have been included:
`INCLUDED BY
`
`PATENT OR
`TRADEMARK NO.
`
`1:] Amendment
`DATE OF PATENT
`OR TRADEMARK
`
`[:1 Answer
`
`El Cross Bill
`
`I] Other Pleading
`,
`
`Microlog Corp
`HOLDER OF PATENT OR TRADEMARR
`
`
`
`Case 1:14-cv-00048-LPS Document 11 Filed 04/16/14 Page 1 of 2 PagelD #: 137
`
`A0 120 Rev. 08:10)
`
` Mail Stop 8
`
`TO:
`
`Director of the 11.8. Patent and Trademark Ofiice
`PO. Box 1450
`Alexandria, VA 22313-1450
`
`REPORT ON THE
`FILING OR DETERMINATION OF AN
`ACTION REGARDING A PATENT OR
`TRADEMARK
`
`In Compliance with 35 U.S.C. § 290 and/or 15 U.S.C. § 1 l 16 you are hereby advised that a court action has been
`filed in the US. District Court
`DlStl'lCl of Delaware
`on the following
`
`[3 Trademarks or
`
`I] Parents.
`
`( [j the parEnt aetivainvolves 35 U."S.C. § 292.):
`
`7
`
`I
`
`
`
`
`In the above—entitled case, the following decision has been rendered orjudgcmcnt issued:
`DEClSlONi’IU DGEM ENT
`
`Malone... 01c Dis/mini
`
`CLERK
`
`(B Y) DEPUTY CLERK
`
`ToLn A 1 Ctr-w“.
`
`DATE
`
`Ll'Ié-l‘l
`
`Copy 1—-Upon initiation of action. mail this copy to Director Copy S—Upon termination of action, mail this copy to Director
`Copy 2—Upon filing document adding patcnt(s), mail this copy to Director
`Copy 4—Casc file copy
`
`inContact, Inc.
`Exhibit 1005
`Page 2 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 2 of 640
`
`

`

`Case 1:14-cv-00047-UNA Document 3 Filed 01/15/14 Page 1 of 1 PageID #: 121
`A0 120 Rev 08/10
`
`TO:
`
`Mail Stop 8
`Director of the US. Patent and Trademark Office
`PO. Box 1450
`Alexandria, VA 22313-1450
`
`REPORT ON THE
`FILING OR DETERMINATION OF AN
`ACTION REGARDING A PATENT OR
`TRADEMARK
`
`In Compliance with 35 U.S.Ci § 290 and/or 15 USC. § I 116 you are hereby advised that a court action has been
`filed in the US. District Court
`District Of Delaware
`on the following
`
`[:1 Trademarks or
`
`MPatents.
`
`( [:I the patent action involves 35 U .SIC. § 292.):
`
`DOCKET NO.
`
`PLAINTIFF
`
`DATE FILED
`1/15/2014
`
`US. DISTRICT COURT
`
`District of Delaware
`
`DEFENDANT
`
`Microlog Corp.
`
`
`
`inContact, Inc.
`
`PATENT OR
`TRADEMARK N0.
`
`DATE OF PATENT
`0R TRADEMARK
`
`HOLDER OF PATENT OR TRADEMARK
`
`1 US 7,092,509 B1
`
`8/15/2006
`
`Microlog Corp.
`
`___
`___
`___
`___
`
`DATE INCLUDED
`
`In the above%ntitled case, the following patent(s)/ trademark(s) have been included:
`
`INCLUDED BY
`
`
`[3 Amendment
`I:I Answer
`1:] Cross Bill
`D Other Pleading
`PATENT OR
`DATE OF PATENT
`
`TRADEMARK NO.
`OR TRADEMARK
`HOLDER OF PATENT OR TRADEMARK
`
`
`___
`
`
`
`
`(BY) DEPUTY CLERK
`
`In the above—entitled case, the following decision has been rendered or judgement issued:
`DECISION/JUDGEMENT
`
`Copy 1—Upon initiation of action, mail this copy to Director Copy 3—Upon termination of action, mail this copy to Director
`Copy Z—Upon filing document adding patent(s), mail this copy to Director Copy 4—Case file copy
`
`inContact, Inc.
`Exhibit 1005
`Page 3 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 3 of 640
`
`

`

`Case 1:14—cv—00048—UNA Document 3 Filed 01/15/14 Page 1 of 1 PagelD #: 121
`A0 120 (Rev, 08/10
`
` 10'
`
`‘
`
`Mail Stop 8
`Director of the US. Patent and Trademark Office
`P.O. Box 1450
`Alexandria, VA 22313-1450
`
`REPORT ON THE
`FILING OR DETERMINATION OF AN
`ACTION REGARDING A PATENT 0R
`TRADEMARK
`
`In Compliance with 35 U50 9‘ 290 and/or 15 U.S.C. § 1116 you are hereby advised that a court action has been
`filed in the US. District Court
`District of Delaware
`on the following
`El Trademarks or
`MPatents.
`( E] the patent action involves 35 U.S.C. § 292.):
`
`DOCKET NO.
`
`DATE FILED
`1/15/2014
`
`U.S. DISTRICT COURT
`
`District of Delaware
`
`PLAINTIFF
`
`Microlog Corp.
`
`DEFENDANT
`
`Mitel Networks, Inc.
`
`PATENT OR
`TRADEMARK NO.
`
`DATE OF PATENT
`
`,
`HOLDER OF PATENT OR TRADEMARK
`
`1 US 7,092,509 B1
`
`8/15/2006
`
`Microlog Corp.
`
`HOLDER OF PATENT OR TRADEMARK
`
`[3 Amendment
`
`CI Answer
`
`I:] Cross Bill
`
`1:] Other Pleading
`
`1n the above—entitled case, the following decision has been rendered or judgement issued:
`DECISION/JUDGEMENT
`
`(BY) DEPUTY CLERK
`
`Copy l—Upon initiation of action, mail this copy to Director Copy 3—Upon termination of action, mail this copy to Director
`Copy 2—Upon filing document adding patent(s), mail this copy to Director Copy 4——(iase file copy
`
`inContact, Inc.
`Exhibit 1005
`Page 4 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 4 of 640
`
`

`

`Case 1:14-cv-00049-UNA Document 3 Filed 01/15/14 Page 1 of 1 PagelD #: 121
`A0 120 (Rev. 08/10
`
`TO:
`
`Mail Stop 8
`Director of the US. Patent and Trademark Office
`P.O. Box 1450
`Alexandria, VA 22313-1450
`
`
`
`REPORT ON THE
`FILING OR DETERMINATION OF AN
`ACTION REGARDING A PATENT 0R
`TRADEMARK
`
`In Compliance with 35 U.S.C. § 290 and/or 15 U.S.C. § ll 16 you are hereby advised that a court action has been
`filed in the U.S. District Court
`District Of Delaware
`on the following
`
`I] Trademarks or
`
`MPatents.
`
`( E] the patent action involves 35 U.S_Cr § 292.):
`
`DOCKET NO.
`
`PLAINTIFF
`
`
`
`Microlog Corp.
`
`DATE FILED
`1/15/2014
`
`UIS. DISTRICT COURT
`
`District of Delaware
`
`DEFENDANT
`
`NEC America, inc.
`
`PATENT OR
`TRADEMARK N0.
`
`DATE OF PATENT
`OR TRADEMARK
`
`v
`, ‘
`HOLDER OF PATEN T OR lRADEMARK
`
`1 US 7,092,509 B1
`
`8/15/2006
`
`Microlog Corp.
`
`2
`
`DATE INCLUDED
`
`PATENT OR
`TRADEMARK NO.
`
`
`INCLUDED BY
`I] Amendment
`[:1 Answer
`[:1 Cross Bill
`[:1 Other Pleading
`
`DATE OF PATENT
`OR TRADEMARK
`
`HOLDER OF PATENT OR TRADEMARK
`
`
`
`(BY) DEPUTY CLERK
`
`In the above—entitled case, the following decision has been rendered or judgement issued:
`DECISION/IUDGEMENT
`
`Copy 1—-Upon initiation of action, mail this copy to Director Copy S—Upon termination of action, mail this copy to Director
`Copy Z—Upon filing document adding patent(s), mail this copy to Director Copy 4—Case file copy
`
`inContact, Inc.
`Exhibit 1005
`Page 5 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 5 of 640
`
`

`

`Case 1:14—cv-00050-UNA Document 3 Filed 01/15/14 Page 1 of 1 PagelD #: 121
`A0 120 (Rev. 08/10)
`
` TO'
`
`'
`
`Mail Stop 8
`Director of the US. Patent and Trademark Office
`P.O. Box 1450
`Alexandria, VA 22313-1450
`
`REPORT ON THE
`FILING OR DETERMINATION OF AN
`ACTION REGARDING A PATENT OR
`TRADEMARK
`
`In Compliance with 35 U.S.C. § 290 and/or 15 U.S.C. § 1116 you are hereby advised that a court action has been
`District of Delaware on the following
`
`filed in the U.Si District Court
`I] Trademarks or
`MPatents. 77(7 D the patent action involves 35 U.S.C. § 292.):
`
`DOCKET NO.
`
`PLAINTIFF
`
`Microlog Corp.
`
`DATE FILED
`1/15/2014
`
`U.S. DISTRICT COURT
`
`District of Delaware
`
`DEFENDANT
`
`ShoreTeI, Inc.
`
`Microlog Corp.
`
`
`l
`(BY) DEPUTY CLERK
`
`HOLDER OF PATENT OR TRADEMARK
`
`
`
`
`DATE INCLUDED
`
`PATENT OR
`TRADEMARK NO.
`
`
`INCLUDED BY
`[:3 Amendment
`1:] Answer
`B Cross Bill
`I] Other Pleading
`i
`DATE OF PATENT
`,
`.
`c
`v
`OR TRADEMARK
`HOLDER OF PA lLNT OR TRADEMARK
`
`In the above entitled case, the following decision has been rendered or judgement issued:
`DECISION/JUDGEMENT
`
`Copy 1—Upon initiation of action, mail this copy to Director Copy 3—Upon termination of action, mail this copy to Director
`Copy Z—Upon filing document adding patent(s), mail this copy to Director Copy 4——-Case file copy
`
`inContact, Inc.
`Exhibit 1005
`Page 6 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 6 of 640
`
`

`

`Case 6:11-cv-00489-LED Document4
`1% A0 120 Rev. 3/04
`
`Filed 09/15/11 Page 1 of1 PagelD #: 136
`
`TRADEMARK
`
`TO'
`'
`
`Mail Stop 8
`Director of the US Patent and Trademark Office
`PO. Box 1450
`Alexandria, VA 22313-1450
`
`REPORT ON THE
`FILING OR DETERMINATION OF AN
`ACTION REGARDING A PATENT OR
`
`In Compliance with 35 U.S.C. § 290 and/or 15 U.S.C. § 1116 you are hereby advised that a court action has been
`filed in the U.S. District Court
`EaStem D'StnCt Of Texas
`
`Patents or
`
`D Trademarks:
`
`on the following
`
`DOCéS‘iImAsg-LED
`PLAINTIFF
`
`DATE F"9'iP5/2011
`
`“‘5' DISTRICT COURT Eastern District of Texas
`DEFENDANT
`
`Microlog Corp.
`
`Cisco Systems, Inc., et at
`
`
`HOLDER OF PATENT OR TRADEMARK
`
`
`PATENT OR
`TRADEMARK NO
`
`DATE OF PATENT
`OR TRADEMARK
`
`,
`HOLDER OF PATFNT OR TRADEMARK
`
`7,092,509
`
`8/15/2006
`
`Microlog Corp
`
`DATE INCLUDED
`
`INCLUDED BY
`
`PATENT OR
`
`[:1 Amendment
`DATE OF PATENT
`0R TRADEMARK
`
`[I Answer
`
`I] Cross Bill
`
`[I Other Pleading
`‘
`
`
`
`
`
`In the above—entitled case, the following decision has been rendered orjudgement issued:
`DECISION/JUDGEMENT
`
`
`
`
`
`CLERK
`
`(BY) DEPUTY CLERK
`
`DATE
`
`Copy 1-—Upon initiation of action, mail this copy to Director Copy 3——Upon termination of action, mail this copy to Director
`Copy Z—Upon filing document adding patent(s), mail this copy to Director Copy 4—Case file copy
`
`inContact, Inc.
`Exhibit 1005
`Page 7 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 7 of 640
`
`

`

`I
`[4
`lb .ff
`a rl on aWfirm
`
`Eric M. Albritton
`
`Stephen E. Edwards
`Jason D. Cassel
`
`Debra R. Coleman
`
`Michael J. deBarros
`
`September 15, 201 1
`
`Via CM/RRR
`
`Mail Stop 8
`Director of the US. Patent
`And Trademark Office
`PO. Box 1450
`
`Alexandria, VA 22313-1450
`
`Re: Microlog Corp. v. Cisco Systems, Inc, Inc, et al
`Civil Action No. 6:1 1-CV-489-LED
`
`To Whom it May Concern:
`
`Enclosed please find four copies of the fully executed Report on the Filing or
`Determination of an Action Regarding a Patent or Trademark.
`
`If you require anything further, please contact me at your convenience.
`
`
`
`Sincerely, E
`
`Ap l M. Hall
`Legal Assistant
`
`Enclosures
`
`Post Office Box 2649 - Longview, Texas 75606 - 111 West Tyler Street - Longview, Texas 75601
`903.757.8449 (Office) - 903.758.7397 (Fax)
`
`
`
`inContact, Inc.
`Exhibit 1005
`Page 8 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 8 of 640
`
`

`

`.
`
`_'
`'
`
`' = PART B - FEE(S) TRANSMITTAL
`
`
`
`Complete flid send this form, together with applicable t'ee(s), to: Mail Mail Stop ISSUE FEE
`Commissioner for Patents
`PO. Box 1450
`Alexandria, Virginia 22313-1450
`or F3;
`(571)-273-2885
`
`INSTRUCTIONS: This form should be uscdfor transmitting the ISSUE FEE and PUBLICATION FEE (if requiredLBlocks 1
`through 5 should be completed where
`t:
`paropnnte. All further correspondence including the Patent, advance orders and notification of maintenance fees wrll
`mailed to the current correspondence address as
`maintenance fee notifications.
`n 'cated unless corrected below or directed otherwise in Block 1, by (a) specifying a new correspondence address; and/or (b) indicating a separa
`EE ADDRESS" for
`CURRENTCORRFSPONDENCE ADDRES (Note: Use Block I fornnycbangeofaddreu)
`OKCI
`06m icate o _mallti:|
`can 0 y 0 “SC
`0! dDmesuc
`lugs 0 the
`Fee(s) Transmittal. This certi icate cannot be used for any other accompanying
`papers. Each additional paper, such as an assignment or formal drawmg, must
`ave its own certificate ofmailing or transmission.
`Certificate of Mailing or Transmlssion
`ROYLANCE, ABRAMS, BERDO & G00 5 -
`.III
`I
`f
`S
`l
`'
`'
`'
`l hereb cent? that this Fee/g) Transmittal is being deposited with the United
`1300 mm 8112128th
`sass. ism-“its" seasonings: so.“ can:
`
`SUITE 600
`transmitted to the USPTO (£71) 273-2885, on the date indicated be ow.
`
`
`
`WASHINGTON, DC 20036-2680
`
`
`o
`
`
`a .
`,- i3 I,
`
`
`~ " imaflfi/
`
`
`
`
`e
`
`
`
`
`23820
`
`7590
`
`03/l 7/2006
`
`a i
`
`
`
`
`37770
`JOHN C. MEARS
`09/2l/l999
`09/400,320
`TITLE OF INVENTION: CONTACT CENTER SYSTEM CAPABLE OF HANDLING MULTIPLE MEDIA TYPES OF CONTACTS AND METHOD FOR
`USING THE SAME
`‘
`
`3309
`
`nonprovisional
`
`NO
`
`$1400
`
`$0
`
`5 I400
`
`06/l 9/2006
`
`379-266000
`
`TIEU, BENNY QUOC
`
`2642
`
`
`
`'
`1. Chan e of correspondence address or indication of "Fee Address" (37
`2. For printing on the patent front page, list
`(l) the names of up to 3 registered patent attorneys
`1 R0 lance Abrams Berdo 8‘
`CFR l 63)’
`
`El Chan e ofcorregndence address (or Change ofCorrespondence
`Address orm PTO/
`/122) attached.
`
`2
`,
`.
`.
`.
`oragentsOR, alternatively,
`.
`Goodman L L P
`
`(2) the name of a single firm (having as a member a
`D "Fee Address' indication (or "Fee Address" Indication form
`registered attorney or agent) and the names of up to
`
`
`NOISE/47; Rev 03-02 or more recent) attached. Use of a Customer
`3
`2 re stered patent attorneys or agents. If no name is
`Number is required.
`listefil, no name will be printed.
`
`
`3. ASSIGNEE NAME AND RESIDENCE DATA TO BE PRINTED ON THE PATENT (print or type)
`PLEASE NOTE: Unless an assi
`ee is identified below, no nssignee data will appear on the patent. If an assignce is identified below, the document has been filed for
`recordation as set forth in 37 C
`3.11. Completion of this form is NOT a substitute for filing an assignment.
`(A) NAME OF ASSIGNEE
`(B) RESIDENCE: (CITY and STATE OR COUNTRY)
`
`
`
`Microlog Corporation
`
`Germantown, Maryland
`
`——————*_—_——___—_
`Please check the appropriate assignee category or categories (will not be printed on the patent) : D Individual a Corporation or other private group entity D Government
`
`,
`
`4b. Payment of Fee(s):
`4a. The following fee(s) are enclosed:
`Xi A check in the amount ofthe fee(s) is enclosed.
`le Issue Fee
`CI Payment by credit card. Form PTO-2038 is attached.
`D Publication Fee (No small entity discount permitted)
`meat, to
`NThe Director is hereb autho ‘ d
`e the re uired fee(s), or credit an ov
`D Ad
`0 de - it fC '
`van“
`r
`r
`0
`0P1“ _—"— Deposit Account Nmtylber
`l 335% q
`(enclose an extra cop; ofgiIsanrm).
`5. Change in Entity Status (from status indicated above)
`CI b. Applicant is no longer claiming SMALL ENTITY status. See 37 CFR l.27(g)(2).
`Cl a. Applicant claims SMALL ENTITY status. See 37 CFR 1.27.
`'
`The Director ofthe USPTO is requested to a ply the Issue Fee and Publication Fee (ifany) or to reapply any previously paid issue fee to the application identified above.
`NOTE: The Issue Fee and Publication Fee (i required) will not be accepted from anyone other than
`c applicant; a registered attorney or agent; or the assrgnee or other party in
`interest as shown by the records of the United States Patent and Trademark Office.
` Authorized Signature
`“8323
`l
`208
`86
`Date
`l‘
`’
`
`Typed or printed name S C
`
`RegisnaniiiC:1%.952
`1mm DP
`
`This collection ofinformation is required by 37 CFR 1.3 l l. The information is re uired to obtain or retain a benefit by the public which is to file (and by the USPTO to process}
`an application. Confidentiality}: governed by 35 U.S.C. 122 and 37 CFR l.l4. lgnis collection is estimated to take 1 minutes to complete, including gathennghprepanng, an
`submitting the completed application form to the USPTO. Time will V
`dc ending “P0“. the individual case. Any comments on the amount of time you retguue to complete
`this form and/or an gestions for reducing this burden, should be sent to
`e
`'ef In ormation Officer. U.S. Patent and Trademark Office, US: Department 0 Commerce,
`.0.
`A exan
`a,
`irginia
`-
`.
`Bpx 1432, A‘llexap ‘ 3.2:; 13160223134450. DO NOT SEND FEES OR COMPLETED FORMS TO THIS ADDRESS. SEND TO: Commissioner for Patents, PO. Box 1450,
`Under the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless it displays a valid OMB control number.
`
`PTOL«85 (Rev. 01/06) Approved for use through 04/30/2007.
`\.
`
`i
`
`u-
`
`OMB 065l-0033
`
`U.S. Patent and Trademark Office; U.S. DEPARTMENT OF COMMERCE
`.
`n
`
`inContact, Inc.
`Exhibit 1005
`Page 9 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 9 of 640
`
`

`

`
`
`PATENT
`
`IN THE UNITED STATES PATENT AND TRADEMARK OFFICE
`
`In re Application of
`
`John C Mears et al.
`
`Serial N0.: 09/400,320
`
`Filed: September 21, 1999
`
`:
`
`:
`
`:
`
`Group Art Unit: 2742
`
`Examiner: B. Tieu
`
`Notice of Allowance
`Mailed March 17, 2006
`
`For: A CONTACT CENTER SYSTEM CAPABLE OF
`HANDLING MULTIPLE MEDIA TYPES OF
`CONTACTS AND METHOD FOR USING
`THE SAME
`
`SUBMISSION OF FORMAL DRAWINGS
`
`Commissioner for Patents
`PO. Box 1450
`
`Alexandria, VA 22313—1450
`
`Sir:
`
`Applicants submit herewith 69 sheets of formal drawings for the subject application,
`
`which includes Figs. 1-104. Entry and approval of the formal drawings are respectfully
`
`requested.
`
`RespectfiJlly submitted,
`
`
`
`
`Stacey J.
`_/Attomey of Record
`Reg. No. 33,952
`
`Roylance, Abrams, Berdo & Goodman, L.L.P.
`1300 19th Street, N.W., Suite 600
`Washington, DC. 20036-2680
`(202) 659—9076
`
`Dated:
`
`l5fl&l I
`
`,2006
`
`inContact, Inc.
`Exhibit 1005
`Page 10 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 10 of 640
`
`

`

`
`
`1/69
`
`142
`
`WWWSERVER
`
`APPLICATION
`SERVER
`
`128
`
`9
`CUSTOMER
`DATABASE
`
`.,
`CUSTOMER
`LEGACY
`SYSTEM
`
`130
`
`Lil
`
`f"
`CUSTOMER PC
`138
`
`140
`
`REMOTE
`ACCESS
`SERVER
`
`EMAIL
`132
`EVE?
`‘1— @
`
`'
`SERVER
`‘
`
`
`
`
`INTERNET
`,
`
`w SERVER
`VIDEO
`
`SERVER
`
`
`
`
`
`
`
`
`
`
`
`
` AGENT
`SAM
`
`WORKSTATION TEIERHONE
`
`
` SERVER
`
`FAX SERVER
`
`-_-BEMQT§B§E£TIS_--J
`1‘48
`
`
`
`TELEPHONY
`
`
`CTI SERVER
`——-L._i
`SWITCH
`CTI LINK
`106
`
`
`110
`
`/
`1OO
`
`
`CUSTOMER
`TELEPHONE
`
`.
`1% 112
`m;-
`CUSTOMER
`FAX
`
`FIG. 1
`
`inContact, Inc.
`Exhibit 1005
`Page 11 of 640
`
`....... 116.-
`fig11%
`'21
`AGENT WA
`
`
`
`1313
`
` TELEPHONE WORKSTATION
`
`inContact, Inc.
`Exhibit 1005
`Page 11 of 640
`
`

`

`2/69
`
`1000
`
`ADMINISTRATION
`FEATURES
`
`
`
` ACCESS
`
`
`1010
`
`1020
`
`
`ENTER
`ADMINISTRATION
`
`
`URL
`
`ADMINISTRATION
`LOGIN
`
`
`
`
` PERFORM
`
`
`SETUP
`CONTACTCENTER
`CRITERIA
`
`
` CONTACTS OR
`WAIT FOR
`
`AGENT ACTIVITY
`
`
`FIG. 2
`
`103°
`
`1040
`
`inContact, Inc.
`Exhibit 1005
`Page 12 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 12 of 640
`
`

`

`3/69
`
`Administration v Mesa-{E
`
`152
`
`FIG. 3
`
`
`Please Enter:
`
`Username:
`Password:
`|:]
`
`154
`
`inContact, Inc.
`Exhibit 1005
`Page 13 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 13 of 640
`
`

`

`4/69
`
`Agent Profile Setup
`
`
` Agent Administration
`
`Agent Skill Assignment 156
` Agent Media Skill AssignmentIII
`
`
`
`FIG. 5
`
`i‘fi
`.04
`
`Agent Profile Setup
`
`Agent Profile
`Username:
`agent60
`Full Name:
`Mike Crowe
`
`Verify Password:
`
`Max Wrap-Up time (in seconds):
`30
`
`Remove
`
`Existing Agents:
`agent1
`agent10
`agent11
`agent12
`agent13
`agen114
`agen115
`agent16
`agent17
`agent18
`agent19
`agent2
`agentZO
`agent21
`agent22
`agent23
`agent24
`a-ent25
`
`Grant Sys Admin Privileges
`
`Clear
`
`FIG. 6
`
`158
`
`inContact, Inc.
`Exhibit 1005
`Page 14 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 14 of 640
`
`

`

`5/69
`
`
`
`
`Agent:
`
`
`
`
`
`—:
`has the following skills:
`
`123 Agem Media Skill Assignment
`
`System Media Types:
`
`Agent:
`_H
`has Media Types:
`
`Remove All
`
`Add
`
`Add All
`
`Remove
`
`160
`
`162
`
`FIG. 8
`
`inContact, Inc.
`Exhibit 1005
`Page 15 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 15 of 640
`
`

`

`6/69
`
`
`Email Proxy Maintenance
`
`
` 164
`
`
`Email Proxy Configuration
`
`Mailbox Setup & Maintenance
`
`FIG. 9
`
`mm
`
`Email Proxy Configuration
`
`Attachment Data Store:
`
`c:\In etPub\wwwroot\email\at1ach me
`
`Attachment Data Base URL:
`
`http://127.0.0.1/emaiI/attachments
`
`Attachment Icon File Path:
`
`c:\lnetPub\wwwroot\icons
`
`txt.gif
`
`Attachment Icon Base URL:
`
`Default Attachment Icon Name:
`
`Poll Frequency (in Seconds):
`
`http://127.0.0.1/ioons
`
`FIG. 10
`
`166
`
`inContact, Inc.
`Exhibit 1005
`Page 16 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 16 of 640
`
`

`

`Existing Mailboxes:
`sales
`service
`
`7/69
`
`Mailbox Profile
`Mailbox Name:
`tech_sppt
`Domain Name:
`www.acme.com
`
`Mailbox Password:
`
`POP3 lP Address:
`127.0.0.1
`SMTP lPAddress:
`127.0.0.1
`
`Campaign:
`NEW JERSEY
`
`Response Template URL:
`http://127.0.0.1/response.t
`
`168
`
`Clear
`Map Telephone Line to Campaign
`
`FIG. 11
`
`Campaign Administration
`
`Campaign Setup
`
`Contact Status Table Maintenance
`
`170
`
`Agent Assignment to Campaign
`
`Telephony Device Mapping
`
`FIG. 12
`
`inContact, Inc.
`Exhibit 1005
`Page 17 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 17 of 640
`
`

`

`8/69
`
` 333 Campaign Setup
`
`Current Default Campaign: CHICAGO
`
`Existin- Cam-oains:
`
`CHICAGO
`
`
`
`
`
`
`
`
`
`
`
`
`Add_
`
`Campaign:
`NEW JERSEY
`Re—Route Number:
`
`172
`
`
`:5
`Set as Default
`
`
`
`FIG. 13
`
`[53: Contact Status Table Maintenance
`
`El IE]
`
`(9 Contact
`
`0 No Contact 0 No Connect 0 Re-Routed
`
`sales promotion
`
`Campaign:
`WEWEE
`New Result:
`
`H
`
`:-
`
`Existing Results:
`;;::::::Ee
`5 year sale
`
`Campaign:
`
`NEW JERSEY
`
`3 year sale
`New Reason:
`
`Existing Reasons:
`good price
`
`fl
`
`a
`
`FIG. 14
`
`174
`
`inContact, Inc.
`Exhibit 1005
`Page 18 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 18 of 640
`
`

`

`9/69
`
`Iii! Agent Assignment to Campaign
`
`E] El
`
`
`Agent
`System Campaign:
`
`
`CHICAGO
`agentSO
`a
`NEW JERSEY
`Assigned to:
`
`
`
`NEW JERSEY
`
`
`
`176
`
`10 Telephony Device Mapping
`
`! E
`
`Modify
`
`ACD
`
`3200
`
`Campaign:
`NEW JERSEY
`
`Existing Telephony Devices:
`
`--——
`3000
`CHICAGO
`3100
`NEWJERSEY
`
`FIG. 16
`
`178
`
`inContact, Inc.
`Exhibit 1005
`Page 19 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 19 of 640
`
`

`

`10/69
`
`£5 Map Telephone Line to Campaign
`
`Existing DNlS:
`
`I oms
`.8005551212
`
`CHICAGO
`
`DNlS Mappin
`
`DNIS:
`8005552323
`
`Campaign:
`
`NEW JERSEY
`
`n
`
`FIG. 17
`
`
` Telephony Maintenance
`
`Telephone/ACD Setup
`
`Define Telephone Extension 182
`Map lVR Port to ACD ExtensionIII
`
`
`
`
`
`
`FIG. 18
`
`180
`
`inContact, Inc.
`Exhibit 1005
`Page 20 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 20 of 640
`
`

`

`11/69
`
`1535 Telephone/ACD Setup
`Existin Tele hon Devices:
`3000 g
`p
`y
`3100
`3200
`
`©ACD Queue
`0 Routing Point
`Number:
`
`m I: Re—Route Device
`
`E] Route by DNIS
`
`Switch Info
`
`Switch Type:
`
`Switch ID:
`CORAL
`
`CTI Server:
`
`127.0.0.1
`Initial Call Treatment
`
`fl
`
`Set Secondary CTI
`
` ACD: 3100
`
`Secondary Switch ID:
`
` 186
`|:Ei
`
`Secondary CTI Server:
`
`184
`
`inContact, Inc.
`Exhibit 1005
`Page 21 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 21 of 640
`
`

`

`Existing Telephony Extensions:
`200-203
`0000
`
`12/69
`
`From Extension:
`
`To Extension:
`603
`
`Switch info
`
`Switch Type:
`
`CTI Server:
`
`_u
`
`188
`
`Set Secondary CTI
`Existing IVRs:
`
`FIG. 21
`
`___________9°
`"""""""""
`
`.
`
`.
`
`Master:
`
`From Channel (F.C.):
`
`To Channel (TC):
`
`From Extension (FE):
`
`200
`To Extension (TE):
`03
`
`[j Re-Route Channels
`
`Clear
`
`FIG. 22
`
`190
`
`inContact, Inc.
`Exhibit 1005
`Page 22 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 22 of 640
`
`

`

`13/69
`
`Routing Administration
`
`Map Text Strings to Skill
`
`Define Routing Skills
`
`Define Customer Priority Levels
`
`Define Media Priority Levels
`
`FIG. 23
`
`192
`
`E] IE
`
`MKT MGR
`
`SUPPORT MGR
`
`Match Skill:
`
`FIG. 24
`
`‘ Map Text Strings to Skill
`Existing Text Strings:
`-_ Matched Skill:
`sale
`SALES REP
`
`‘
`
`.
`T
`9'“ sum" Mapping
`Text String:
`
`19“
`
`inContact, Inc.
`Exhibit 1005
`Page 23 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 23 of 640
`
`

`

`198
`
`Priority (P):
`
`:51
`Increment (1):
`
`Media Type:
`WEB
`
`Priority (P):
`
`Increment (1):
`
`Frequency (F)(in seconds):
`CE
`
`Time Out (in seconds):
`_
`
`14/69
`
`[‘35 Define Customer Priority Levels
`
`Existing Customer Types:
`
`-‘ Customer Type an.”
`
`Customer Type:
`
`9E Define Media Priority Levels
`
`Existing Media Types:
`
`5
`50
`
`5
`5
`
`30
`30
`
`FIG. 26
`
`inContact, Inc.
`Exhibit 1005
`Page 24 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 24 of 640
`
`

`

`Lag Define Routing Skills
`Current Default Skill: SALES MGR
`
`Existing uniQue Skills
`
`E] E
`
`15/69
`
`Skill:
`
`
`
`
`
`SALES REP
`
`
`ISECaZSZDEeiaIJESEiE]
`
`
` 200
`
`REPORTS
`
`202
`
`FIG. 28
`
`inContact, Inc.
`Exhibit 1005
`Page 25 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 25 of 640
`
`

`

`16/69
`
`Repod Date: 4/17/99
`
`Organization: Services
`
`Report Time: 14:05:03
`
`Total Activity Recap
`
`e.mTg.mmnaHamnOC
`
`Campaign: Ail
`
`inContact, Inc.
`Exhibit 1005
`Page 26 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 26 of 640
`
`

`

`17/69
`
`Period:
`
`4/14/99
`
`Organization: Services I
`Campaign:
`All
`
`Total Activity Recap
`
`Report Dale: 4/17/99
`
`Report Time: 14:05:03
`
`Telephone Contacts
`
`Email
`
`Web
`
`Other
`
`Total
`
`Avg. Min.
`
`gen
`
`A
`
`t
`
`Inbound Qutbound
`4a
`
`Contacts
`
`Contacts Contacts Contacts
`
`Per/Contact
`
`34
`es
`
`s
`
`—In-
`
`Unavailable No Activity
`Time
`Time
`
`Inbound
`Telephone
`
`Outbound
`
`Telephone
`
`FIG. 32
`
`21°
`
`inContact, Inc.
`Exhibit 1005
`Page 27 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 27 of 640
`
`

`

`18/69
`
`Report Date: 04/17/99
`
`Report Time: 14:05:03
`Average
`Abandoned
`
`No Of
`
`Abandoned
`
`Wait Time‘
`
`Call;
`
`Percent
`
`(in min)
`
`Period:
`
`4/14/99
`
`ACD Name
`M922
`- Inbound Sales
`
`-—
`
`——
`Eercent
`
`FIG. 33
`
`212
`
`No or
`
`Average
`Average
`Abandoned Pre Call
`
`Total Abandoned
`
`Wait Time Processing
`
`FIG. 34
`
`214
`
`inContact, Inc.
`Exhibit 1005
`Page 28 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 28 of 640
`
`

`

` Report Date: 04/17/99
`
`Report Time:
`Organization : Services
`
`14:05:03
`
` Reporting Period: 4/14/99
`
`Average Average Average
`Wait
`Session Wrap-up
`
`
`19/69
`
`Total
`
`w
`
`on M (M) M)
`
`(m)
`
`Campaign:
`
`Widgets 1
`
`
`Calls
`E-Mails
`
`
`
`
`Shiftt
`
`:
`
`
`
`
`
`
`
`
`—nm—_
`
`
`
`————m
`—n--m
`"——
`mm
`mm
`
`
`
`
`m 0
`
`'.
`
`t‘ n:Services
`0 an'
`[9
`'23”
`Reporting Period: 4/14/99
`
`Campaign:
`
`Widgets 1
`
`Report Date: 04/17/99
`ReportTime: 14:05:03
`
`Total
`
`OUTCOME: Successful Contact
`
`Successful Contacts Result Summa
`lnboungi Outbound
`Telephone Telephone
`
`Emall
`
`Web
`
`Other
`
`inContact, Inc.
`Exhibit 1005
`Page 29 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 29 of 640
`
`

`

`20/69
`
`Inbound Outbound
`Telephone Telephone
`
`Email
`
`Web
`
`Other
`
`Total
`
`Calls
`
`Calls
`
`Contacts Contggts Contacts Contacts
`
`Successful Contact Result Detail
`
`Result - New Customer Sale
`
`Loyal Customer
`Likes Product
`
`In a Good Mood
`
`Has the Money
`
`Outbound
`
`Organization : Services -
`
`inContact, Inc.
`Exhibit 1005
`Page 30 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 30 of 640
`
`

`

`21/69
`
`———
`
`_-
`—--
`—m_
`—- My --m --_
`c _
`
`——33
`
`——--__-—I-2a
`M2586%—_m
`
`——
`
`__a-
`
`FIG. 39
`
`224
`
`WBB Administration
`
`
`
`226
`
`
`Config WBB Proxy
`
`FIG. 40
`
`inContact, Inc.
`Exhibit 1005
`Page 31 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 31 of 640
`
`

`

`22/69
`
`Web BB DB Polling Freguency (in hours):
`
`24
`
`ignore Messages Older than:
`
`Days
`
`335 Config WBB Proxy
`Web Bulletin Board Proxy Configuration
`ODBC DSN:
`msgbody
`
`E Unsed Java A let Window
`
`Messages are Routed to Agent if notAnswered within:
`
`Hours
`
`Web BB lSAPI URL:
`
`http://127.0.0l1 wconnect/wcdll
`
`inContact, Inc.
`Exhibit 1005
`Page 32 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 32 of 640
`
`

`

`23/69
`
`1140
`
`READY TO LOGIN
`
`START BROWSER
`
`1100
`
`REQUESTAPPLET
`AND DOWNLOAD
`
`1110
`
`1120
`
`INITIALIZE AND START
`APPLET
`
`SEND LOGIN REQUEST
`TO AGENT MANAGER
`
`1150
`
`BIND TO AGENT
`MANAGER SERVICE
`
`
`
` 1160
`
`VERIFY
`
`LOGIN INFORMATION
`
`
`WITH SECURITY
`
`MANAGER
`
`SERVICE
`
`
`1130
`
`1170
`
`NO
`
`NOTIFY AGENT OF
`FAILURE
`
`
`
`1230
`REGISTER AGENT
`
`AGENT MANAGER
`
`EVENT HANDLER
`
`REGISTRATION
`
`
`PERFORMS AGENT
`
`WITH AGENT MANAGER
`SUCCESSFUL
`
`
`ACCOUNTING
`SERVICE
`
`
`YES
`
`
`1240
`
`SEND SUCCESS TO
`AGENT
`
`1250
`
`
`
`AGENT WAITS TO HANDLE
`EVENTS
`
`AGENT MANAGER WAITS
`TO HANDLE REQUESTS
`
`
`
`
`
`1260
`
`
`
`FIG. 42
`
`inContact, Inc.
`Exhibit 1005
`Page 33 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 33 of 640
`
`

`

`24/69
`
` JavaScript or a Java applet From ‘Microlog Corporation’ is
`
`
`requesting additional privileges.
`
`
`
`Granting the following is high risk:
`
`ccess required to setup and configure your browser
`
`
` DRemember this decision
`
`Identity verified by VeriSign. Inc.
`Certificate
`
`
`
`
`
`FIG. 43
`
`.9 FE?
`
`
`
`JavaScript or a Java applet From ‘Microlog Corporation’ is
`requesting additional privileges.
`
`Granting the following is high risk:
`
`
`Implementing llOP remote object software
`
`D Remem her this decision
`
`
`
`
`
`Identity verified by Ven'Sign. Inc.
`Certificate
`
`
`FIG. 44
`
`inContact, Inc.
`Exhibit 1005
`Page 34 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 34 of 640
`
`

`

`25/69
`
`Security Warning
`
`[2|
`
`Do you want to install and run “ Agent" signed on
`8/17/99 2:31 PM and distribute
`y:
`
`Microlog Corporation
`
`Publisher authenticity verified by VenSign Commercial
`Software Publishers CA
`
`Caution: Microlog Corporation asserts that this oontent is
`safe. You should only install/view this content If you trust
`Microlog Corporation to make that assertion.
`
`236
`
`
`
`p
`
`D Always trust content from Microlog Corporation
`
`FIG. 45
`
`238-11
`238-9 238-10
`238-8
`238-7
`238-6
`238-4 238-5
`238-2
`
`
`Session
`Contact
`.1
`
`0:00:00
`Wraao-U
`I
`
`
`
`
`
`
`Usemame:
`
`Password:
`
`Phone Extension:
`
` 240
`
`
`
`
`
`
`FIG. 47
`
` 238
`
`a. a: l ?
`
`238-9
`2386
`2385
`238-3
`2381 238-2
`238-10
`
`
`U.
`I
`
`
`238-4
`238-7
`238-8
`FIG. 48
`
`l
`
`238-11
`
`inContact, Inc.
`Exhibit 1005
`Page 35 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 35 of 640
`
`

`

`26/69
`
`Enter Old Password:
`
`Enter New Password:
`
`
`
`Verify New Password:
`
`WEB CALL
`BACK
`
`IVR CALL
`
`NON-IVR CALL
`
`WEBCHAT
`
`VOICE OVER IP
`
`FAX
`
`E-MAIL
`
`FIG. 50
`
`ROUTING
`TO
`AGENTS
`
`inContact, Inc.
`Exhibit 1005
`Page 36 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 36 of 640
`
`

`

`27/69
`
`110
`
`
`
`CUSTOMER
`TELEPHONE
`
`106
`
`116
`
`
`
`CONTACT SYSTEM SERVER__-___-__-__-______--_-.._--‘
`
`x - 122
`
`inContact, Inc.
`Exhibit 1005
`Page 37 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 37 of 640
`
`

`

`28/69
`
`CUSTOMER CALLS “CONTACT” CENTER
`
`1300
`
`TELEPHONY SWITCH RECEIVES CALL
`
`1310
`
`CTI SVR RECOGNIZES INBOUND CALLAND
`NOTIFIES ACD PROXY
`
`1320
`
`ACD PROXY REQUESTS CREATION OF CONTACT
`OBJECT WITH ROUTING MANAGER
`
`1330
`
`1340
`
`NO
`
`
`VERIFY
`PROXY
`ACCESS
`
`
`
`
`YES
`
`REJECT
`REQUEST
`
`1350
`
`ROUTING MANAGER CREATES CONTACT
`OBJECTAND RETURNS TO PROXY
`
`1360
`
`ACD PROXY ASSIGNS MEDIA SKILL TO CONTACT
`
`1370
`
`ACD PROXY ASSIGNS CONTACT TO CAMPAIGN
`
`1380
`
`ACD PROXY POPULATES CONTACT WITH
`CUSTOMER DATA
`
`1390
`
`ACD PROXYROUTES CONTACT
`
`I395
`
`ROUTING MANAGER ADDS CONTACT TO QUEUE (FIG. 66)
`
`FIG. 52
`
`inContact, Inc.
`Exhibit 1005
`Page 38 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 38 of 640
`
`

`

`29/69
`
`CUSTOMER
`TELEPHONE
`110
`
`106
`
`116
`
`inContact, Inc.
`Exhibit 1005
`Page 39 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 39 of 640
`
`

`

`30/69
`
`CUSTOMER CALLS
`"CONTACT" CENTER
`
`1400
`
`TELEPHONY SWITCH RECEIVES CALL AND
`FORWARDS CALLER TO IVR
`
`CTI SVR RECOGNIZES INBOUND CALL
`AND NOTIFIES IVR PROXY
`
`1405
`
`1410
`
`IVR PROXY REQUESTS CREATION OF CONTACT
`OBJECT WITH ROUTING MANAGER
`
`1415
`
`1420
`
`
`VERIFY PROXY
`ACCESS
`
`
`
`
`
`NO
`
`REJECT
`REQUEST
`
`1425
`
`YES
`
`ROUTING MANAGER CREATES CONTACT
`OBJECT AND RETURNS To PROXY
`
`1430
`
`IVR PROXYASSIGNS
`MEDIA SKILL TO CONTACT
`
`1435
`
`IVR PROMPTS CALLER TO COLLECT
`ROUTING INFORMATION
`
`1440
`
`IVR INSTRUCTS IVR PROXY T0 ASSIGN
`ROUTING SKILLS TO CONTACT
`
`IVR INSTRUCTS IVR PROXY TO ASSIGN
`CAMPAIGN SKILLS TO CONTACT
`
`1445
`
`1450
`
`IVR INSTRUCTS IVR PROXY TO ASSIGN
`CUSTOMER DATA TO CONTACT
`
`1455
`
`IVR NOTIFIES IVR PROXY TO ROUTE CALLER
`
`145°
`
`IVR PROXY ROUTES CONTACT
`
`I465
`
`ROUTING MANAGER ADDS CONTACT T0 QUEUE (FIG. 66)
`
`F I G. 54
`
`inContact, Inc.
`Exhibit 1005
`Page 40 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 40 of 640
`
`

`

`31/69
`
`
`
`CUSTOMER PHONE 110
`
`
`
`CUSTOMER
`
`144
`
`PC
` WEB
`
`
`106
`
`TELEPHONY
`SWITCH
`
`
`PROXY
`
`
`
`ROUHNG
`MANAGER
`
`_______.___..____._ __________________
`
`inContact, Inc.
`Exhibit 1005
`Page 41 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 41 of 640
`
`

`

`32/69
`
`CUSTOMER
`REQUESTS
`“CONTACT" CENTER
`WEB CALLBACK
`
`WEB SERVER
`
`RECEIVES REQUEST
`WITH ROUTING MANAGER
`
`WEB PROXY
`RECOGNIZES REQUEST
`AND REQUESTS CREATION
`OF CONTACT OBJECT
`
`1540
`
`REJECT
`REQUEST
`
`NO
`
`I530
`
`
`VERIFY
`
`PROXY
`ACCESS
`
`YES
`
`1500
`
`1510
`
`1520
`
`1550
`
`
`
`
`ROUTING MANGER
`CREATES CONTACT OBJECT
`
`AND mnggKfi/LATSgIGNS
`
`CONTACT OBJECT
`
`
`
`
`
`ngsfiéfiéw
`CAMPAIGN SKILL TO
`CONTACT OBJECT
`
`1550
`
`1570
`
`
`
`
`
`
`
`WEB PROXY POPULATES
`CONTACT WITH CUSTOMER
`DATA
`
`(IE. CUSTOMER PHONE#)
`
`
`
`
`1580
`
`WEB mm
`ROUTES CONTACT
`
`QUEUE (FIG. 66)
`
`ROUTING MANAGER
`ADDS CONTACT TO
`
`FIG. 56
`
`inContact, Inc.
`Exhibit 1005
`Page 42 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 42 of 640
`
`

`

`33/69
`
`CUSTOMER
`
`144
`
`
`
`PC
`PROXY
`
`
`
`VVEB
`SERVER
`
`VVEB
`
`__________________________________
`
`inContact, Inc.
`Exhibit 1005
`Page 43 of 640
`
`inContact, Inc.
`Exhibit 1005
`Page 43 of 640
`
`

`

`34/69
`
`CUSTOMER
`REQUESTS
`“CONTACT” CENTER
`WEB CHAT
`
`WEB SERVER
`
`RECEIVES REQUEST
`
`1600
`
`1610
`
`WEB PROXY AND CHAT
`SERVER
`RECOGNIZES REQUEST
`AND REQUESTS CREATION
`OF CONTACT OBJECT
`WITH ROUTING MANAGER
`
`
`
`
`
`
`
`1 620
`
`1640
`
`REJECT
`REQUEST
`
`NO
`
`153°
`
`
`VERIFY
`
`PROXY
`ACCESS
`
`YES
`
`1660
`
`WEB PROXY
`ASSIGNS
`CAMPAIGN SKILL TO
`
`CONTACT OBJECT
`
`1670
`
`
`
`WEB PROXY POPULATES
`
`CONTACT VUATACUSTOMER
`
`
`
`(I.E. CUSTOME