Patent ID: 7088814
Filing Date: 2006-08-08
Classification: H04M

Abstract:
1. A method for routing calls of an automatic call distributor system, comprising: receiving, from a user, a request for connection with one of a plurality of agents having one of a plurality of skills; identifying at least first and second agents of the plurality of agents, the first and second agents each having at least the one of the plurality of skills; the first and second agents being available for connection with the user along first and second communication paths, respectively; receiving a measurement of at least one network parameter regarding each of the first and second communication paths; identifying a generally unique skill of the plurality of skills; and routing the request along a preferred communication path of the first and second communication paths based upon the availability of the first and second agents and the measurement of the at least one network parameter, the preferred communication path being selected to attain a higher probability that the generally unique skill will remain available for receiving a future request for connection.