Patent ID: 9451089
Filing Date: 2016-09-20
CPC Classification: H04M

Claim Text:
1. A calling center system, comprising: an accessing module, configured to receive a user call; multiple cell control block (CCB) units, wherein each CCB unit comprises a soft automatic call distribution (Soft ACD) and a computer telephony integration (CTI) module, and each CCB unit is configured to select one agent module for serving the user call from multiple agent modules corresponding to the CCB unit, wherein each agent module of the multiple agent modules is configured to serve a user call; and a scheduling module, configured to select, according to capability data of the multiple CCB units, one or more CCB units from the multiple CCB units to perform the operation of selecting one agent module for serving the user call, and select one agent module from one or more agent modules selected by the one or more CCB units to serve the user call, wherein the capability data comprises resource condition reported by the Soft ACD in each of the multiple CCB units, and the resource condition comprises: Central processing unit(CPU), memory, and online users.