Patent ID: 7050567
Filing Date: 2006-05-23
Classification: H04M

Abstract:
1. A method for use in managing a call queue within a call center, said call queue for handling calls having a plurality of different call types that each have a corresponding service objective value, comprising the steps of: receiving a new call from an exterior environment, said new call having a first call type; ascertaining a first service objective value associated with said new call based on said first call type; selecting a currently enqueued call in the call queue, the currently enqueued call having a second service objective value; determining a first quality factor assuming that the new call is enqueued after the currently enqueued call; determining a second quality factor assuming that the new call is enqueued in place of the currently enqueued call, said first quality factor reflecting the first and second service objective values; and comparing the first and second quality factors to determine a position within the call queue for the new call.