Method and apparatus for selecting an agent to handle a call

Details Method and apparatus for selecting an agent to handle a call Method and apparatus for selecting an agent to handle a call

2007-02-27

2007-02-27

Bui, Bing Q. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265110, C379S265140

Reexamination Certificate

active

10733677

ABSTRACT:
A system, method, apparatus, means, and computer program code for selecting an agent to handle a call are provided. According to some embodiments, multiple agents may take or handle calls. Each agent's off process time may be measured or determined. When an incoming call arrives, the available agent having the highest off process time may be selected to handle to the call. In other embodiments, each of the agents may be assigned a priority. When an incoming call arrives, the available agent having the highest priority may be selected to handle the call. In both of the previous embodiments, conditions or rules may be established that allow an agent to be skipped even though the agent normally would be selected to handle a call.

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