Electrical computers and digital processing systems: multicomput – Distributed data processing
Reexamination Certificate
2002-07-03
2008-07-01
Dinh, Khanh (Department: 2151)
Electrical computers and digital processing systems: multicomput
Distributed data processing
C709S220000, C709S226000, C709S228000, C702S187000, C701S086000
Reexamination Certificate
active
07395310
ABSTRACT:
An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engine44to a resource, such as an agent.
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Lele Nakul M.
Merrell Timothy
Sikora Scott E.
Tahiliani Rajnish
Yeung Henry Mingkeung
Aspect Telecommunications Corporation
Dinh Khanh
Welsh & Katz Ltd.
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