Waiting but not ready

Details Waiting but not ready Waiting but not ready

2002-06-17

2009-11-17

Al Aubaidi, Rasha S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S266010, C379S266030

Reexamination Certificate

active

07620169

ABSTRACT:
The invention is directed to a system for distributing contacts to a plurality of resources in a contact center, comprising at least one resource104for serving contacts114;at least a first set110of contacts114awaiting service by the at least one resource104, wherein each of the contacts in the first set110of contacts114has a corresponding state140;and a selection agent132operable to assign a resource104to serve the contact114when a contact in the first set110of contacts has a first state and not assign the resource104to serve the contact114when a contact114in the first set of contacts110has a second state that is different from the first state. A state monitor128can be used to change the state of a contact between the first and second states.

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