Telephony control system with intelligent call routing

Details Telephony control system with intelligent call routing Telephony control system with intelligent call routing

2006-04-04

2006-04-04

Tieu, Benny (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266010

Reexamination Certificate

active

07023979

ABSTRACT:
A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.

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