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    Method and apparatus to queue a plurality of transaction messages
    1.
    发明授权
    Method and apparatus to queue a plurality of transaction messages 有权
    排队多个交易消息的方法和装置

    公开(公告)号：US07395310B1

    公开(公告)日：2008-07-01

    申请号：US10188432

    申请日：2002-07-03

    申请人： Scott E. Sikora ,  Nakul M. Lele ,  Rajnish Tahiliani ,  Ben L. Yip ,  Henry Mingkeung Yeung ,  Timothy Merrell

    发明人： Scott E. Sikora ,  Nakul M. Lele ,  Rajnish Tahiliani ,  Ben L. Yip ,  Henry Mingkeung Yeung ,  Timothy Merrell

    IPC分类号： G06F15/00

    CPC分类号： H04Q3/0045 ,  H04M3/5232

    摘要： 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 engine 44 to a resource, such as an agent.

    摘要翻译： 用于路由诸如电话呼叫，电子邮件，网络聊天请求，视频会议会话或非呼叫事件的交易消息的装置包括队列引擎和交易消息路由器。 队列引擎提供了一种集成的机制，用于根据事务类型对多个队列内的不同事务类型的事务消息进行排队。 队列引擎内的每个队列可以专用于排队特定事务类型的事务消息。 事务消息路由器用于识别队列引擎内的要存储事务消息的队列。 可以参考交易消息的交易类型并且参考与交易消息相关联的上下文或寻址信息来执行路由器对队列的标识。 所有事务类型的事务消息由单个资源分配器服务，该资源分配器将事务消息从队列引擎44的队列分发到诸如代理的资源。

    Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism
    2.
    发明授权
    Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 有权
    通过综合排队机制将混合事务类型消息分配给资源的方法和装置

    公开(公告)号：US06449646B1

    公开(公告)日：2002-09-10

    申请号：US09172182

    申请日：1998-10-13

    申请人： Scott E. Sikora ,  Nakul M. Lele ,  Rajnish Tahiliani ,  Ben L. Yip ,  Henry Mingkeung Yeung ,  Timothy Merrell

    发明人： Scott E. Sikora ,  Nakul M. Lele ,  Rajnish Tahiliani ,  Ben L. Yip ,  Henry Mingkeung Yeung ,  Timothy Merrell

    IPC分类号： H04Q364

    CPC分类号： H04Q3/0045 ,  H04M3/5232

    摘要： 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 engine 44 to a resource, such as an agent.

    摘要翻译： 用于路由诸如电话呼叫，电子邮件，网络聊天请求，视频会议会话或非呼叫事件的交易消息的装置包括队列引擎和交易消息路由器。 队列引擎提供了一种集成的机制，用于根据事务类型对多个队列内的不同事务类型的事务消息进行排队。 队列引擎内的每个队列可以专用于排队特定事务类型的事务消息。 事务消息路由器用于识别队列引擎内的要存储事务消息的队列。 可以参考交易消息的交易类型并且参考与交易消息相关联的上下文或寻址信息来执行路由器对队列的标识。 所有事务类型的事务消息由单个资源分配器服务，该资源分配器将事务消息从队列引擎44的队列分发到诸如代理的资源。