Skills-based routing of a communication session
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United States of America Patent
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-
Jul 4, 2006
Grant Date -
N/A
app pub date -
Aug 14, 2001
filing date -
Aug 14, 2001
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table with service agent information, obtained from one or more sources, and communicates the skills table to a switch. A profile of the client's request for the communication session is generated and compared to the skills table. The switch subsequently routes the client to the optimal service agent station.
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