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Method and apparatus for providing fair access to agents in a communication center

  • US 20030002654A1
  • Filed: 08/27/2002
  • Published: 01/02/2003
  • Est. Priority Date: 06/17/1999
  • Status: Active Grant
First Claim
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1. In a communication center, a method for ensuring fairness in response to electronic requests from network-level entities to connect to an agent station at the communication center, comprising steps of:

  • (a) receiving a first request from a first network-level entity for connection to the agent at the communication center;

    (b) starting a fairness timer for a timed period;

    (c) receiving, during the period of the fairness timer, a second request for the connection to the same agent station from a second network-level entity; and

    (d) determining to grant, through execution of a fairness algorithm at expiration of the period of the fairness timer, one of the first and second requests from the network level entities.

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