Rizzo, Mike and Linington, Peter F. and Utting, Ian
Call Management in the Open Distributed Office.
University of Kent, Computing Laboratory, University of Kent, Canterbury, UK
(Full text available)
This paper describes an agent-based model for the management of calls in an office environment. In this model, agents manage calls on behalf of users, who influence the behaviour of their agents by means of policy specifications. Call setup involves a negotiation process whereby agents attempt to agree upon some course of action to take. The model supports close-knit integration of voice and data services and is general enough to be used in a wide range of applications.
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