| 摘要 |
A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents (79, 81) 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 (89) adapted to execute on a CTI processor (71), which may be coupled to switching equipment (56) at network level in a connection-oriented, switched telephony (COST) network (47) or to a switch at call-center level (69), or both. |
