Management of contacts in a network of contact centers
US7519626B2 · kind B2 · utility
1Cited by
19References
13Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 21, 2004 |
| Grant date | Apr 14, 2009 |
| Priority date | — |
| Expiry date | May 31, 2025 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99952
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
There is a need to provide a method of managing contacts in a network of contact centers which facilitates even distribution of work load across the contact centers, is flexible, has inherent resilience, and which enables each contact center to have a degree of autonomy. This is achieved in the present invention by using contact objects and agent objects at each contact center and replicating and synchronizing those objects from each contact center to each of the other contact centers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.