Method and apparatus for determining agent availability based on level of uncompleted tasks
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United States of America Patent
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Jul 20, 1999
Grant Date -
N/A
app pub date -
Sep 12, 1997
filing date -
Sep 12, 1997
priority date (Note) -
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status (Latency Note)
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Abstract
A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of uncompleted tasks in a storage system adapted for listing tasks for an agent to complete, such as messages to answer. The software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there are no active network calls and the level of uncompleted tasks is at or below the preset level. The software routine is adapted to operate with call-center management software including Computer-Telephony Integrated (CTI) systems wherein CTI servers are connected to telephony switches to provide enhanced functionality.
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