In-based queue handling for geographically distributed call-centre solutions

Abstract

This article consists of a collection of slides from the author's PowerPoint conference presentation. The presentation considers how to develop and provide advanced services by means oflntelligent Networks. The authors use a queue handling service for geographically distributed call-centres as an example. The point is not to focus on the service itself, but more on the general concepts of the architecture and platform. They try to show that existing proprietary platforms are hard to use for providing advanced services that require non-standard solutions and argue that instead, an open platform using standard hardware and software should be developed and used.