Method for routing calls to call centers based on statistical modeling of call behavior
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United States of America Patent
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Jul 20, 1999
Grant Date -
N/A
app pub date -
Feb 11, 1997
filing date -
Feb 11, 1997
priority date (Note) -
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Abstract
A system for routing calls has a plurality of call centers and a central controller for managing activity of the plurality of call centers, including call loading. The central controller utilizes a method for managing loading based on estimates of loading for call centers in the system for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.
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