Presence enabled queue management
First Claim
1. A method for handling resource requests comprising:
- a) receiving from a presence system presence information for resource agents, which are associated with resources, the presence information derived from state information associated with the resource agents and bearing on availability of the resource agents to provide the resources;
b) receiving requests for the resources from requesters;
c) placing the requests in a queue; and
d) assigning the resource agents to the requesters based on the presence information for the resource agents.
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Accused Products
Abstract
The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requesters of information with qualified resources capable of providing the necessary response. The resources for information may be humans or automated systems, which may be configured to facilitate communications with the requesters using different types of communication technologies. Further, these resources may be associated with different skill sets, experience, or areas of expertise. Thus, the resources may provide different roles, and any given resource may provide multiple roles, in addition to facilitating communications using different mediums.
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Citations
33 Claims
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1. A method for handling resource requests comprising:
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a) receiving from a presence system presence information for resource agents, which are associated with resources, the presence information derived from state information associated with the resource agents and bearing on availability of the resource agents to provide the resources;
b) receiving requests for the resources from requesters;
c) placing the requests in a queue; and
d) assigning the resource agents to the requesters based on the presence information for the resource agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for handling resource requests comprising:
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a) an interface; and
b) a control system associated with the interface and adapted to;
i) receive from a presence system presence information for resource agents, which are associated with resources, the presence information derived from state information associated with the resource agents and bearing on availability of the resource agents to provide the resources;
ii) receive requests for the resources from requestors;
iii) place the requests in a queue; and
iv) assign the resource agents to the requesters based on the presence information for the resource agents. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. A computer readable media comprising software for instructing a computer to:
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a) receive from a presence system presence information for resource agents, which are associated with resources, the presence information derived from state information associated with the resource agents and bearing on availability of the resource agents to provide the resources;
b) receive requests for the resources from requesters;
c) place the requests in a queue; and
d) assign the resource agents to the requesters based on the presence information for the resource agents.
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Specification