Autonomous dispatcher method and apparatus

Details Autonomous dispatcher method and apparatus Autonomous dispatcher method and apparatus

2007-01-30

2007-01-30

Nguyen, Quynh H. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S265110, C379S265120, C379S266010, C379S309000

Reexamination Certificate

active

10174860

ABSTRACT:
The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized control applications. Instead, the contact center of the present invention provides centralized agent and channel information fields to permit coordination between independent channel and agent work station applications. The present invention allows channels to be added to a contact center without requiring extensive modifications to the various components of the contact center.

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Harkreader et al. (US 2003/0231757) waiting by not ready.

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