Multi-site responsibility-based routing

Details Multi-site responsibility-based routing Multi-site responsibility-based routing

2005-01-11

2005-01-11

Deane, Jr., William J. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265110, C379S265130

Reexamination Certificate

active

06842515

ABSTRACT:
A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.

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