Original document(26 pages)  中文版
    In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) of an ACD system (101), whereby the ACD system and its management information system (MIS 110) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues (185) of the CTI adjunct, but also causes agents (102-104) that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues (130) of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.
Application Number
申请号		 03100235 Application Date
申请日		 2003.01.03
Title 名称 Computer telephone integration using automatic calling distribution system characteristic
Publication Number
公开号		 1430397 Publication Date
公开日		 2003.07.16
Approval Pub. Date Granted Pub. Date
International Classification 分类号 H04M3/42;H04Q3/62
Applicant(s) Name
申请人		 Avaya Technology Corp.
Address 地址
Inventor(s) Name 发明人 Geoquien Aumar Arvarador;Didina Bruck;Andrew D. Flaukhart
Attorney & Agent 代理人 jiang shixun
More information 更  多  信  息


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