Telephony control system with intelligent call routing
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United States of America Patent
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Apr 4, 2006
Grant Date -
N/A
app pub date -
Mar 7, 2003
filing date -
Mar 7, 2002
priority date (Note) -
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Abstract
A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.
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