发明名称 |
Method for estimating telephony system-queue waiting time in an agent level routing environment |
摘要 |
A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.
|
申请公布号 |
US2005207559(A1) |
申请公布日期 |
2005.09.22 |
申请号 |
US20050136319 |
申请日期 |
2005.05.23 |
申请人 |
SHTIVELMAN JURI;ANISIMOV NIKOLAY A;POGOSSIANS GREGORY;DERYUGIN VLADIMIR N;BALKIN DMYTRO G;STOILOV LUBEN G |
发明人 |
SHTIVELMAN JURI;ANISIMOV NIKOLAY A.;POGOSSIANS GREGORY;DERYUGIN VLADIMIR N.;BALKIN DMYTRO G.;STOILOV LUBEN G. |
分类号 |
H04M3/00;H04M5/00;(IPC1-7):H04M5/00 |
主分类号 |
H04M3/00 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|