METHOD AND SYSTEM FOR DETERMINING AND USING MULTIPLE OBJECT STATES IN A COMPUTER TELEPHONY INTEGRATION SYSTEM

摘要

A method for a reporting application (152, 153) to flexibly report the status of an entity in a call center (100) to a requesting application (152, 153) is provided. The entity could be in one or more states. Examples of an entity are a directory number (217, 218, 219, 223, 224), an agent (230, 231), a group (232, 233), a routing point (214, 215, 216, 221, 222), and an agent place (226, 227, 228). The requesting application (152, 153) sets the priority of these states belonging to the entity by sending a status priority table to the reporting application (152, 153). The reporting application (152, 153) reports the status based on the active states of the entity and the priority table. As an example, the reported status could be the active state having the highest priority in the table. This state is reported back to the requesting application (152, 153). Because different requesting applications (152, 153) could present different priority tables, the reporting application (152, 153) could report different states for the same entity.