Automatic (dynamic) network skill-based routing

Details Automatic (dynamic) network skill-based routing Automatic (dynamic) network skill-based routing

Category

H - Electricity

Subcategory

04

Subsubcategory

M

IPC codes

H04M 3/42 (2006.01) H04M 3/523 (2006.01) H04M 3/54 (2006.01) H04Q 3/64 (2006.01)

Type

Patent

Patent number

CA 2323695

Description

In a network of call centers, each call center sends real-time call center management information to a network call center controller at a regular interval. An administrator can configure a routing preference for each network skillset. At a regular interval, the received real-time call center management information is evaluated by the network call center controller, based on the administrator configured routing preferences, and updated routing tables are automatically determined for each network skillset. The updated routing tables are then sent by the network call center controller to each call center. Each call center then uses the updated routing tables to queue inbound calls to multiple remote call center servers as well as locally.

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