Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2008-09-30
2008-09-30
Nguyen, Quynh H (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020, C379S265030, C379S265060, C379S265140, C379S266010, C379S266030, C379S266040, C379S266060, C379S309000
Reexamination Certificate
active
10690514
ABSTRACT:
A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which monitors the status of the queues and the status of the service agents. When a parameter such as the number of users in a queue or the expected waiting time exceeds a pre-set threshold, the VQSS reassigns end-users from the problematic queue, and/or re-assigns service agents from other queues to the problematic queue. The VQSS comprises a memory storing the virtual queues, and a processor for managing the virtual queues.
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Ericsson Canada Inc.
Nguyen Quynh H
Nicolaescu Alex
Telefonaktiebolaget LM Ericsson (Publ)
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