A user-defined priority call router

Details A user-defined priority call router A user-defined priority call router

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/487 (2006.01)

Patent

CA 2578498

A priority routing process is provided for routing calls received via a call routing system to a live call center agent. Routing is determined through collection of Automated Call Distribution ("ACD") real-time performance based data and subjective non-ACD data, normalization and weighting of the ACD and non-ACD data through application of certain algorithms resulting in a derived priority score for each call center, and selection of a call center based upon the highest priority score.

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