Call management in the open distributed office
Mike Rizzo, Ian Utting, Peter F. Linington · Electronics & Communications Engineering Journal · 1997
This paper describes an agent-based model for the effective management of voice calls within an integrated computing-telephony environment. In this model, agents manage calls on behalf of users, who influence the behaviour of their agents by means of policy specifications. Call set-up then involves a negotiation process whereby agents attempt to agree upon some course of action and the agents involved can continue to exercise control over a call in progress.