Call queuing and distribution

Details Call queuing and distribution Call queuing and distribution

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/50 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2249445

Incoming calls on a plurality of lines (Li) are distributed to a plurality of resources (Rn) by a queuing and distribution system which associates with each of the possible resource/line combinations a so-called "pleasure value" that indicates the desirability of making the line/resources connection according to predetermined criteria, such as waiting time, resource type, type of incoming call and other factors. The pleasure values are set up in amatrix which is scanned repetitively in order to determine the highest value and the runner up, and call connections are made on the basis of the outcome of the scanning process.

Les appels d'arrivée passant par plusieurs lignes (L¿i?) sont répartis sur plusieurs ressources (R¿n?) par un système de mise en file d'attente et de répartition qui associe à chacune des combinaisons possibles de ressources et de lignes une "valeur de plaisir" déterminant les avantages d'une mise en communication des lignes et des ressources selon des critères prédéfinis tels que le délai d'attente, le type de ressource, le type d'appel d'arrivée et d'autres facteurs. Les "valeurs de plaisir" sont disposées dans une matrice qui est balayée régulièrement pour déterminer la plus haute valeur et l'appel qui occupe la deuxième place. Les communications sont établies selon les résultats du processus de balayage.

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