发明名称 Management of queues in contact centres
摘要 A queue manager for distributing across a network, requests for actions by network resources. Each request has an assigned priority and is represented by a software object positioned in at least one prioritized queue of software objects. Each software object has at least one respective pointer determining the position of the software object in the at least one prioritized queue and each network resource meets corresponding capability criteria. The queue manager comprises at least one processor, operable, when a network resource having specified capability criteria becomes available to determine a highest priority queued software object matching the specified capability criteria and to issue routing instructions to route a request corresponding to the highest priority queued software object matching the specified capability criteria to the available network resource.
申请公布号 EP2448231(A1) 申请公布日期 2012.05.02
申请号 EP20110192959 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 H04M3/523;H04M3/51 主分类号 H04M3/523
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