Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2003-09-04
2008-09-16
Deane, William J (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265060, C379S265070, C379S265080, C379S265100, C379S265120
Reexamination Certificate
active
07426267
ABSTRACT:
A method including determining a current rate of satisfying a service level agreement constraint, wherein the service level agreement constraint is associated to selected ones of each incoming contact within a contact center, comparing the current rate to a target rate associated with the service level agreement constraint to calculate a satisfaction value, measuring a size of a queue associated with the service level agreement constraint, and calculating a potential value associated with the service level agreement constraint based on the satisfaction value, the queue size and a weighted priority level associated with the service level agreement constraint.
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Benoist, Bourreau, Caseau, Rottembourg, Towards Stochastic Constraint Programming: A Study of On-Line Multi-Choice Knapsack with Deadlines, Proceedings of CP'2001, 2001.
Contactual, Inc.
Deane William J
NewTechLaw
Rosenberg, Esq. Gerald B.
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