Method and system for automatic call distribution based on...

Details Method and system for automatic call distribution based on... Method and system for automatic call distribution based on...

2006-08-08

2006-08-08

Al-Aubaidi, Rasha S. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S265020, C379S265110

Reexamination Certificate

active

07088814

ABSTRACT:
A method for handling calls of an automatic call distributor system includes receiving, from a user, a request for connection with one of a plurality of agents, having one of a plurality of skills. In a particular embodiment, a preferred agent of the plurality of agents is selected by a statistical analysis using variables including a network resource available along a communication path between the user and the preferred agent, and an impact of connecting the user with the preferred agent upon the availability of a generally unique skill of the plurality of skills, to a future user. The user is connected with the preferred agent, the preferred agent having the one of the plurality of skills.

REFERENCES:
patent: 5825869 (1998-10-01), Brooks et al.
patent: 6088441 (2000-07-01), Flockhart et al.
patent: 6665537 (2003-12-01), Lioy
patent: 6728358 (2004-04-01), Kwan
patent: 6763104 (2004-07-01), Judkins et al.
patent: 6879586 (2005-04-01), Miloslavsky et al.

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