发明名称 |
Management of queues in contact centres |
摘要 |
<p>Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.</p> |
申请公布号 |
EP1509032(A2) |
申请公布日期 |
2005.02.23 |
申请号 |
EP20040077251 |
申请日期 |
2004.08.09 |
申请人 |
NORTEL NETWORKS LIMITED |
发明人 |
MCCORMACK, TONY;KIRUBALARATNAM, NITHYAGANESH;O'CONNOR, NEIL |
分类号 |
H04M3/51;H04M3/523;(IPC1-7):H04M3/523 |
主分类号 |
H04M3/51 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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