Method for estimating telephony system-queue waiting time in an

Details Method for estimating telephony system-queue waiting time in an Method for estimating telephony system-queue waiting time in an

1998-12-11

2000-12-05

Ngo, Ricky

Multiplex communications

Pathfinding or routing

Switching a message which includes an address header

379309, 379266, 370252, H04M 300

Patent

active

061576557

ABSTRACT:
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.

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