Autonomous dispatcher method and apparatus
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United States of America Patent
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Jan 30, 2007
Grant Date -
Dec 18, 2003
app pub date -
Jun 18, 2002
filing date -
Jun 18, 2002
priority date (Note) -
In Force
status (Latency Note)
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Abstract
The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized control applications. Instead, the contact center of the present invention provides centralized agent and channel information fields to permit coordination between independent channel and agent work station applications. The present invention allows channels to be added to a contact center without requiring extensive modifications to the various components of the contact center.
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