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US7620169B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 17, 2002 |
| Grant date | Nov 17, 2009 |
| Priority date | — |
| Expiry date | Jun 28, 2024 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The invention is directed to a system for distributing contacts to a plurality of resources in a contact center, comprising at least one resource 104 for serving contacts 114; at least a first set 110 of contacts 114 awaiting service by the at least one resource 104, wherein each of the contacts in the first set 110 of contacts 114 has a corresponding state 140; and a selection agent 132 operable to assign a resource 104 to serve the contact 114 when a contact in the first set 110 of contacts has a first state and not assign the resource 104 to serve the contact 114 when a contact 114 in the first set of contacts 110 has a second state that is different from the first state. A state monitor 128 can be used to change the state of a contact between the first and second states.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.