Telephony call-center scripting by Petri Net principles and tech

Details Telephony call-center scripting by Petri Net principles and tech Telephony call-center scripting by Petri Net principles and tech

1998-03-04

2000-05-23

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379201, 700 95, H04M 3523, H04M 342, G05B 19418

Patent

active

060673575

ABSTRACT:
A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.

REFERENCES:
patent: 5555179 (1996-09-01), Koyama et al.
patent: 5655015 (1997-08-01), Walsh et al.
patent: 5832070 (1998-11-01), Bloom et al.
patent: 5933492 (1999-08-01), Turovski

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