公开(公告)号：WO0223877A2

公开(公告)日：2002-03-21

申请号：PCT/US0129328

申请日：2001-09-12

Applicant: AVAYA TECHNOLOGY CORP

Inventor： BAUER DAVID L ,  MCFARLANE KEITH R ,  FLOCKHART ANDREW DEREK ,  SANDERS LUCINDA M ,  KING GARY S ,  MAXWELL DARRYL J ,  RUSSELL STEVE R ,  STEWART ROBERT ALAN ,  COOK WENDY S

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/51

Abstract: The present integrated work management engine orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise by integrating disparate communication system components, applications and information storage systems. The system also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. Work arrives on multiple access channels and is automatically mapped to a process flow that specifies the task and the customer agent who is best equipped to handle the work request.

Abstract translation: 目前的综合工作管理引擎通过集成不同的通信系统组件，应用程序和信息存储系统来整合整个业务企业的客户请求服务的所有形式的工作。 该系统还集成了前台客户通信的实时操作和后台的批量数据处理模式。 工作到达多个访问通道，并自动映射到指定任务的进程流程和最有能力处理工作请求的客户代理。

公开(公告)号：AU9281301A

公开(公告)日：2002-03-26

申请号：AU9281301

申请日：2001-09-12

Applicant: AVAYA TECHNOLOGY CORP

Inventor： BAUER DAVID L ,  MCFARLANE KEITH R ,  FLOCKHART ANDREW DEREK ,  SANDERS LUCINDA M ,  KING GARY S ,  MAXWELL DARRYL J ,  RUSSELL STEVE R ,  STEWART ROBERT ALAN ,  COOK WENDY S

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/00