Method for estimating telephony system-queue waiting time in an agent level routing environment
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United States of America Patent
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May 24, 2005
Grant Date -
Apr 26, 2001
app pub date -
Dec 4, 2000
filing date -
Dec 11, 1998
priority date (Note) -
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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.
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