Call queuing algorithms for telephone switch

Details Call queuing algorithms for telephone switch Call queuing algorithms for telephone switch

H - Electricity

04

Q

H04Q 3/66 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2311188

A method and apparatus are provided for assigning calls of a plurality of call types processed by an automatic call distributor to a plurality of agents. The method includes the steps of determining an average talk time for each agent of the plurality of agents, for a first call type of the plurality of call types, receiving a call of the first call type and assigning an agent of the plurality of agents to the received call of the first call type based upon the determined average talk time of the agent.

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