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:
Jul. 01, 2008
Filed:
Jul. 03, 2002
Scott E. Sikora, Seattle, WA (US);
Nakul M. Lele, Mountain View, CA (US);
Rajnish Tahiliani, San Jose, CA (US);
Ben L. Yip, Sunnyvale, CA (US);
Henry Mingkeung Yeung, Sunnyvale, CA (US);
Timothy Merrell, Redmond, WA (US);
Scott E. Sikora, Seattle, WA (US);
Nakul M. Lele, Mountain View, CA (US);
Rajnish Tahiliani, San Jose, CA (US);
Ben L. Yip, Sunnyvale, CA (US);
Henry Mingkeung Yeung, Sunnyvale, CA (US);
Timothy Merrell, Redmond, WA (US);
Aspect Telecommunications Corporation, San Jose, CA (US);
Abstract
An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engineto a resource, such as an agent.