Method and system for dynamic customized call routing
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United States of America Patent
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Jun 25, 1996
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N/A
app pub date -
Sep 20, 1994
filing date -
Sep 20, 1994
priority date (Note) -
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Abstract
A cooperative network/premises-based automatic call distributor system and method predicts changes in automatic call distributor status between periodic updates of the measured status obtained by a Telemarketing Operations Performance Management System (TOPMS). A call directed to a telemarketing complex arrives at the network. The caller automatic number identification (ANI) and an identifying tag are forwarded via a data connection to a customer routing point. The Next Available Agent (NAA) application enables 800-service customers to control the routing of calls to multiple customer sites (ACDs) via a Customer Routing Point (CRP). This control is based on periodic updates of the status of each site provided by a Telemarketing Operations Performance Management System (TOPMS) in an Intelligent Call Processing (ICP) environment. A customized routing method is incorporated into a new CRP-based load balancing method for the NAA. The method offers flexibility to address diverse customer needs such as geographic preferences and constraints, least cost preferences, performance thresholds, and performance objectives.
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