Method for routing calls to call centers based on statistical mo

Details Method for routing calls to call centers based on statistical mo Method for routing calls to call centers based on statistical mo

1997-02-11

1999-07-20

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379220, 379230, 379309, H04M 300, H04M 700

Patent

active

059265388

ABSTRACT:
A system for routing calls has a plurality of call centers and a central controller for managing activity of the plurality of call centers, including call loading. The central controller utilizes a method for managing loading based on estimates of loading for call centers in the system for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.

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Margie Semilof "Call Centers Go On-Line" Communications Week, No Date Available.

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