Electrical computers and digital processing systems: multicomput – Computer conferencing – Demand based messaging
Reexamination Certificate
2011-08-30
2011-08-30
Chea, Philip J (Department: 2492)
Electrical computers and digital processing systems: multicomput
Computer conferencing
Demand based messaging
C379S266010, C705S002000
Reexamination Certificate
active
08010607
ABSTRACT:
Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
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Kirubalaratnam Nithyaganesh
McCormack Tony
O'Connor Neil
Barnes & Thornburg LLP
Chea Philip J
Nortel Networks Limited
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