公开(公告)号：WO2002023877A3

公开(公告)日：2002-03-21

申请号：PCT/US2001/029328

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

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.