Selection of communications for service observing based on real-time dynamic parameters
CA 2340491 A1 · Owner: Nalbone, Robert Daniel · Inventors: Nalbone, Robert Daniel; Foster, Sujeanne
Overview
Its claims, description and drawings are in the Canadian Patents Database.
Open the CIPO recordAbstract From the Canadian patent
Selection of communications for service observing in an ACD system (103) is based on real-time dynamic parameters i.e. on the, present values of parameters whose values for the ACD system change over time. A supervisor/observer or an administrator selects (FIG. 2 or FIG. 5) one or more real-time dynamic parameters that correspond to communications whose servicing is sought to be observed. The correspondence may be either direct or indirect (e.g. correspondence to the agent (101 or 102) that services the communication). Call vectoring (111) or station prompting (112) of the ACD system then determines (302,304), from among the communications that are to be serviced at the ACD system, a …
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Listed from its CIPO record in Patent Yard's archive of Canadian patents past their term. Its claims, description and drawings are in the CIPO record and on Google Patents, and the Claude kit works from them.
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- Filed March 12, 2001. No grant is recorded for it in Canada; had it been granted, its 20-year term would have ended March 12, 2021.
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Everything on this page comes from the CIPO record linked above. Contains information licensed under the Open Government Licence – Canada.