Method and system for distributing calls
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United States of America Patent
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Dec 8, 2009
Grant Date -
Oct 26, 2006
app pub date -
Apr 26, 2005
filing date -
Apr 26, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.
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