| 摘要 |
The invention relates to a method for optimum utilization of a queue (WF) for calls (a, b, c, d, e, f, g) that is provided in a telecommunication system (CC) and that is controlled by an application (CCA) and also to an appropriate telecommunication system (CC). Each call (a, b, c, d, e, f, g) that is in the queue (WF) has a particular queue property and can be assigned to an agent (Ag), to a bidirectional announcement (As1) that is played back by an announcement memory (MEB) and that is capable of interaction with a call (a), or to remaining in the queue (WF). The method is distinguished in that a call (a) that is assigned to a bidirectional announcement (As1) is allocated a parameter (siQ) that prompts the queue property of the call (a) to be retained. |
