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    • 1. 发明授权
    • Two dimensional routing apparatus in an automatic call director-type
system
    • 自动呼叫导向器系统中的二维路由设备
    • US5335269A
    • 1994-08-02
    • US850110
    • 1992-03-12
    • Joseph C. Steinlicht
    • Joseph C. Steinlicht
    • H04M3/42H04M3/51H04M3/523H04M3/00
    • H04M3/523H04M3/5233H04M3/5166
    • In an automatic call director-type system, it is often more desirable to direct an incoming call to an immediately available agent who has less than perfect knowledge of the subject matter rather than forcing a caller to wait for the best qualified agent. The present invention relates to an algorithm implemented in computer software for placing an incoming call in a plurality of queues and then offering the call to primary and secondary desirability agents in each of the queues in a prescribed order if any one of these groups of agents has an agent standing by and able to accept a call. Otherwise, the call is offered to the next available agent regardless of the capability of that agent. The concept includes the capability of expanding the pool of potential agents in the queue with age of a call when the incremental expansion pool of agents selected can be based on their backlog of calls for other applications where they may have primary responsibility.
    • 在自动呼叫导向器系统中,通常更希望将来电直接引导到对主题的知识不太完善的立即可用的代理,而不是强迫呼叫者等待最佳合格代理。 本发明涉及一种在计算机软件中实现的算法,用于将来话呼叫放置在多个队列中,然后如果这些代理组中的任何一个具有规定的顺序,则以规定的顺序向每个队列中的主要和次要可取代理人提供呼叫 一个代理站在一边,能接受一个电话。 否则,将向下一个可用代理提供呼叫,而不管该代理的能力如何。 该概念包括当所选代理的增量扩展池可以基于他们可能主要负责的其他应用程序的呼叫积压时,扩展队列中潜在代理程序池的能力。