Patent ID: 8837711
Filing Date: 2014-09-16
Classification: H04M

Abstract:
1. A method comprising: detecting an event; determining, by a device, whether the event satisfies a condition for changing a schedule associated with a particular skill of an agent of a call center, by evaluating a policy or a rule that specifies conditions and actions; updating, by the device, the schedule in a skills database in response to determining by the device that the event satisfies the condition for changing the schedule associated with the particular skill of the agent of the call center; sending a message, based on the updated schedule associated with the particular skill of the agent, to an automatic call distribution (ACD) device to add the particular skill of the agent to a list of skills, of the agent, in the ACD device or remove the particular skill of the agent from the list of skills, of the agent, in the ACD device; recording, in the skills database, whether the particular skill of the agent is available to the ACD device; receiving, by the ACD device, a call that requires the particular skill for handling the call during scheduled times of the particular skill of the agent; selecting, by the ACD device, the agent to handle the call based on the particular skill of the agent; and forwarding the call to the agent, wherein the list of skills is in a database of the ACD device; wherein the event includes a change in employment status of the agent; wherein the condition includes one of: wherein detecting the event includes at least one of: wherein the schedule in the skills database includes for each skill of the list of skills of the agent, times at which the each skill is available for calls to the call center.