发明名称 Rules-based queuing of calls to call-handling resources
摘要 Resolution of contention over resources (102-105) in an automatic call distribution (ACD) system (101) is effected as follows. Call attributes (202) are defined (140) for arriving calls (201), and resource attributes (222) are defined (130) for available resources (221). Rules (211) are defined (150) that match calls having particular call attributes with resources that have corresponding resource attributes. Priorities (212) are assigned to rules, comprising an initial value (213) and a time function (214) that defines how the value changes over time. Each rule preferably defines a coverage path (215) for calls, comprising one or more resource attributes (237) required of resources that can handle the call if the primary resources identified by the rule cannot handle the call in a timely manner (239). Each resource has an associated call queue (121-129). When a call arrives, rules are matched (230) to the call's attributes, and the matching rules determine (240) the resources that are able to handle the call. A token (250) for every matching rule for the call is placed in the queues of all of the resources that are able to handle the call. The position of the call's token in a queue is determined by the priority of the rule. The priority, and hence the call's position in the queue, changes over time according to the rule's time function.
申请公布号 US6560330(B2) 申请公布日期 2003.05.06
申请号 US20020097081 申请日期 2002.03.12
申请人 AVAYA TECHNOLOGY CORP. 发明人 GABRIEL CAMILLE
分类号 H04M3/436;H04M3/50;H04M3/523;(IPC1-7):H04M3/00 主分类号 H04M3/436
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