A method and apparatus for inter-module communication is disclosed. The method includes defining a command definition, wherein the command definition comprises commands for interfacing with a multi-channel, multi-media, communication queuing system. The command definition can include, for example, driver object commands to request media type lists and command event lists, create drivers, request service, and release drivers. The command definition can also include, for example, service object commands to release service objects, notify when handling of an event is complete, invoke commands, release work items, suspend work items, resume work items, handle queued events, and cancel queued events. The command definition can also include, for example, client object commands to start a work item, release work items, save work item contexts, restore work item contexts, serialize work items, free work item storage, begin batch processing, and end batch processing.

Adaptive communication application programming interface

A method and system for controlling a user interface presented by a web browser (104A). The web browser (104A) is not blocked waiting for the asynchronous message. The web browser (104A) presents a user interface and presents a user interface change in response to receiving the asynchronous message.

Asynchronous message push to web browser

A method for communicating using multiple communication channels (120) of different media types. The method includes obtaining an event communicated via an incoming communication channel (120), where the event corresponds to a work item available to an agent (104). Obtaining the event involves communicating according to a media type of the communication channel (120). A notification of the work item is provided via the user interface. The method can include receiving an activation of a work item object of the user interface, where the work item object is associated with the work item. The notification and receipt of the activation are performed independently of the media type. The method includes issuing a command associated with the activation of the work item object to an outgoing communication channel (120), where the issuing the command is communicated according to the media type. An apparatus, computer system, computer program product, and carrier wave signal for implementing the method are provided.

Media-independent communication server

A method for providing unequal allocation of rights among agents while operating according to fair principles, comprising assigning a hierarchal rank to each agent; providing a synthetic economic value to a first set of agents at the a high level of the hierarchy; allocating portions of the synthetic economic value by the first set of agents to a second set of agents at respectively different hierarchal rank than the first set of agents; and conducting an auction amongst agents using the synthetic economic value as the currency. A method for allocation among agents, comprising assigning a wealth generation function for generating future wealth to each of a plurality of agents, communicating subjective market information between agents, and transferring wealth generated by the secure wealth generation function between agents in consideration of a market transaction. The method may further comprise the step of transferring at least a portion of the wealth generation function between agents.

Multifactorial optimization system and method

A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.

Telephony control system with intelligent call routing

In an automatic call distribution (ACD) system, an improved estimated waiting time arrangement derives a more accurate estimate of how long a call that is or may be enqueued in a particular queue will have to wait before being serviced by an agent, by using the average rate of advance of calls through positions of the particular queue. For a dequeued call, the arrangement determines the call's individual rate of advance from one queue position to the next toward the head of the queue. It then uses this individual rate to recompute a weighted average rate of advance through the queue derived from calls that preceded the last-dequeued call through the queue. To derive a particular call's estimated waiting time, the arrangement multiplies the present weighted average rate of advance by the particular call's position number in the queue. The arrangement may be called upon to update the derivation at any time before or while the call is in queue. Also, the arrangement performs the estimated waiting time derivation separately and individually for each separate queue. The arrangement advantageously takes into consideration the effect of ACD features that affect the estimated waiting time, including changes in the numbers of agents that are serving the queue due to agent login and logout, multiple split/skill queuing, agents with multiple skills or in multiple splits, priority queuing, interflow, intraflow, and call-abandonment rates.

Ralph J. Costantini

Papers

Expected wait-time indication arrangement