Software agents
A framework for applying intelligent agents to support electronic trading
Decision Support Systems
Programming Bots, Spiders, and Intelligent Agents in Microsoft Visual C++ with Cdrom
Programming Bots, Spiders, and Intelligent Agents in Microsoft Visual C++ with Cdrom
Software Agents for Future Communication Systems
Software Agents for Future Communication Systems
A Change Notification Framework Based on Agent for Information System
TOOLS '00 Proceedings of the 36th International Conference on Technology of Object-Oriented Languages and Systems (TOOLS-Asia'00)
IEEE Communications Magazine
Computer telephony architectures: MVIP, H-MVIP, and SCbus
IEEE Communications Magazine
The future of computer telecommunications integration
IEEE Communications Magazine
Standardization on multimedia communications: computer-telephony-integration-related issues
IEEE Communications Magazine
The EMA system: a CTI based e-mail alerting service
IEEE Communications Magazine
Advanced services architectures for Internet telephony: a critical overview
IEEE Network: The Magazine of Global Internetworking
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This paper presents an intelligent call center, one that is a subsystem of a web-based monitoring system of an intensive care unit. Based on Computer Telephony Integration (CTI) technology, the call center attempts to efficiently and automatically send messages to patients' families, doctors, and other staff of the hospital via communication media suitable to the occasion. The problem of determining the appropriate media is complicated by the urgency of the message, calling time, and communication media available to the target person. The Dempster-Shafer theory is employed to determine the most suitable communication media in terms of rapid and safe transmission of the message. In addition, the calling process is performed through agent technology without requiring the intervention of the user of the call center. The call center enables message transfer through various communication media in an integrated environment, and relieves the ICU staff from the time-consuming and tedious calling task, which in turn will enable the ICU staff to concentrate better on their primary function, caring for patients.