Allocation of resources to flexible requests

Details Allocation of resources to flexible requests Allocation of resources to flexible requests

2005-01-18

2005-01-18

Bui, Bing Q. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265090, C379S265120

Reexamination Certificate

active

06845154

ABSTRACT:
A system and method are disclosed which determine the flexibility of requests and utilize such flexibility of requests in managing a finite number of resources for servicing such requests. As an exemplary implementation within a telephony call center, a caller requesting to speak with an agent of the call center may be received. The call center may ascertain whether the caller is capable and willing to speak in multiple languages, such as both English and Spanish. A caller that is so capable and willing may be more efficiently serviced by allocating the “first available” of English and Spanish speaking resources to service the caller. Thus flexible requests that are capable and willing to be serviced by any of a plurality of resources, may be utilized to more effectively manage a finite number of resources in servicing requests.

REFERENCES:
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5335269 (1994-08-01), Steinlicht
patent: 5825869 (1998-10-01), Brooks et al.
patent: 6366666 (2002-04-01), Bengtson et al.
U.S. patent application Ser. No. 09/330,258, Cave, filed Jun. 10, 1999.

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