Method of preference driven segmentation routing

Details Method of preference driven segmentation routing Method of preference driven segmentation routing

2004-12-23

2010-11-09

Addy, Thjuan K (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S265020, C379S265050

Reexamination Certificate

active

07831033

ABSTRACT:
A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the plurality of agents and assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.

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