Patent ID: 6314177
Filing Date: 2001-11-06
Classification: H04M,H04Q

Abstract:
A method of operating a communications handling center, for forwarding incoming communications to associated handling agents, said method comprising:a. assigning each of said agents to at least one communications handling queue, and at least one of said agents to at least two communications handling queues, each queue for handling communications of a particular subject matter;b. assigning to at least one of said agents at least one agent attribute, indicative of that agent's ability to handle communications in queues to which that agent is assigned;c. receiving an incoming communication at said center;d. determining multiple handling requirements of said incoming communication, including at least one appropriate handling queue, and required agent attributes for said communication;e. assigning said incoming communication to said at least one appropriate handling queue;f. comparing said required agent attributes for said incoming communication, with agent attributes of agents within said at least one appropriate handling queue to identify an available agent assigned to said at least one appropriate handling queue having all of said required agent attributes for said incoming communication; andg. forwarding said incoming communication to said available agent assigned to said at least one appropriate handling queues and having all of said required agent attributes.