Method and system for distributing calls

Details Method and system for distributing calls Method and system for distributing calls

2005-04-26

2009-12-08

Sing, Simon (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265140, C379S266040, C705S002000

Reexamination Certificate

active

07630487

ABSTRACT:
A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.

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