Call routing in a multi-skills environment
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United States of America Patent
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N/A
Issued Date -
Mar 18, 2004
app pub date -
Feb 9, 2001
filing date -
Feb 9, 2001
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A method and an apparatus for determining to which of one or more call centers a call should be routed. This is achieved by calculating an estimated answer delay from the queue length and the drain rate. The queue length is preferably based on the number of calls in the queue as reported by the call center and the calls sent to the call center since the last update. The drain rate is preferably based on evaluating the number of calls in the queue between updates. The method and apparatus allows for an efficient allocation of calls to one or more call centers comprising a multi-skills ACD.
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