Call processing system

Details Call processing system Call processing system

2006-05-23

2006-05-23

Smith, Creighton (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266080

Reexamination Certificate

active

07050566

ABSTRACT:
A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent's talent for performing a particular task. For example, the most talented agents at handling a particular type of call are assigned to a first group, and the second most talented agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls are routed to the first, “most talented” group for processing, and less important calls are routed to the second group for processing.

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Gamm S: “Im Gespraech

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