Method for estimating telephony system-queue waiting time in...

Details Method for estimating telephony system-queue waiting time in... Method for estimating telephony system-queue waiting time in...

2005-05-24

2005-05-24

Patel, Ajit (Department: 2664)

Multiplex communications

Special services

Distribution of signal to multiple agent stations

C370S412000, C370S252000, C379S309000, C379S266010

Reexamination Certificate

active

06898190

ABSTRACT:
A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

REFERENCES:
patent: 5497371 (1996-03-01), Ellis et al.
patent: 6049547 (2000-04-01), Fisher et al.
patent: 6157653 (2000-12-01), Kline et al.
patent: 6157655 (2000-12-01), Shtivelman
patent: 6407999 (2002-06-01), Olkkonen et al.

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