Call management system using dynamic queue position

Details Call management system using dynamic queue position Call management system using dynamic queue position

2006-05-23

2006-05-23

Deane, Jr., William J. (Department: 2742)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265130, C379S266020, C379S309000

Reexamination Certificate

active

07050567

ABSTRACT:
A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service objectives for call types supported by the call center and a length of time that other calls have already been waiting in the queue. In a preferred embodiment, when a new call is received by the call center, an analysis is performed for individual queue positions within the queue until a queue position is identified that meets a predetermined selection criterion. The new call is then placed within this queue position and subsequent calls within the queue are moved accordingly.

REFERENCES:
patent: 5134652 (1992-07-01), Brown et al.
patent: 5946388 (1999-08-01), Walker et al.
patent: 6389400 (2002-05-01), Bushey et al.
patent: 6434230 (2002-08-01), Gabriel
patent: 0740450 (1996-10-01), None
patent: 0863651 (1998-09-01), None
patent: 0982917 (2000-03-01), None
Jackson, James R.; “Queues With Dynamic Priority Discipline,” Management Science, vol. 9, No. 1 (1961), pp. 18-34.
Perry, Mark et al.; “Performance Modeling of Automatic Call Distributors: Assignable Grade of Service Staffing,” Proceedings of the International Switching Symposium, Yokohama, Oct. 25-30, 1992, vol. 2, Symp. 14, pp. 294-298.

Affiliated with

Also associated with

Rating

Call management system using dynamic queue position does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Call management system using dynamic queue position, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Call management system using dynamic queue position will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-3597453