Patent · US Active

Method for optimal utilization of an application-controlled queue for calls that is provided in a telecommunication system

US9602664B2 · kind B2 · utility

0Cited by

3References

16Claims

0Family size

Assignee

Unify GmbH & Co. KG · DE

Inventors

Claus Rist · Bochum, DE
Martin Glaser · Bergkamen, DE
Michael Volkmann · Herdecke, DE

Key dates

Filing date	Dec 9, 2013
Grant date	Mar 21, 2017
Priority date	—
Expiry date	Dec 9, 2033

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/5232
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A method for optimum utilization of a queue for calls is provided in a telecommunication system and is controlled by an application, as well as an appropriate telecommunication system. Each call that is in the queue has a particular queue property and can be assigned to an agent, to a two-way announcement that is played by an announcement memory and that is capable of interaction with a call, or to remain in the queue. The method is distinguished in that a call assigned to a two-way announcement is allocated a parameter that causes the queue property of the call to be retained.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.