The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 13, 2002
Filed:
Feb. 02, 1999
Camille Gabriel, Baulkham Hills, AU;
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
Resolution of contention over resources ( ) in an automatic call distribution (ACD) system ( ). Call ( ) attributes ( ) and resource ( ) attributes ( ) are defined ( ). Rules ( ) match calls' attributes with resources' attributes, Rules have priorities ( ) comprising an initial value ( ) and a function ( ) that changes the value over time. Rules preferably define call coverage paths ( ). Each resource has its own call queue ( ). Rules are matched ( ) to arriving call's attributes, to determine ( ) resources that can handle the call. A token ( ) for every matching rule is placed in the queues of all resources that can handle the call, at a position determined by the rule's priority. The priority and queue position changes over time according to the rule's time function. When a resource dequeues the call's token to process the call, tokens for the call are removed from all queues.