Management of queues in contact centres

Details Management of queues in contact centres Management of queues in contact centres

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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XP2392319A Michael T. Goodrich, Roberto Tamassia and John Wiley & Sons, Inc. “Lists and Sequences” Sep. 2, 2002.

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