Management of Queues in Contact Centres
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United States of America Patent
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Issued Date -
N/A
app pub date -
Aug 2, 2011
filing date -
Aug 21, 2003
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
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