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Jonathan M Crowther, Michael P Montemurro: Multimedia queuing in a customer contact or call center. Nortel Networks, Blakely Sokoloff Taylor & Zafman, August 3, 2004: US06771765 (98 worldwide citation)

A method, apparatus, and customer contact or call server that provides a unified queuing mechanism for queuing multiple media requests. The queuing mechanism includes one or more skillsets each including an idle agent queue and a pending requests queue. Skillsets are assigned interrupt levels defini ...


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Crowther Jonathan M, Montemurro Michael P: Multimedia queuing in a customer contact or call center. Nortel Networks, July 4, 2001: EP1113656-A2 (22 worldwide citation)

A method, apparatus, and customer contact or call server that provides a unified queuing mechanism for queuing multiple media requests. The queuing mechanism includes one or more skillsets each including an idle agent queue and a pending requests queue. Skillsets are assigned interrupt levels defini ...


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