Patent ID: 9401992
Filing Date: 2016-07-26
CPC Classification: H04M

Claim Text:
1. A method of routing calls in a call center, comprising: forecasting, by call activity forecaster, an anticipated call volume for each of a plurality of time intervals, wherein the forecasting is based upon historic call volume information; receiving, by a communication port in the call center, a plurality of calls; for each of the plurality of calls: prioritizing, by the router, the plurality of queues based upon the expected service time for each call in each of the plurality of queues; directing, by the router, each call in a first queue of the plurality of queues to a first group of agents, wherein directing each call in the first queue of the plurality of queues to the first group of agents comprises determining a number of agents in the first group by a simulated annealing algorithm, wherein the simulated annealing algorithm comprises: and providing, by the communication port, a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.