Patent ID: 7110526
Filing Date: 2006-09-19
Classification: H04M,H04Q

Abstract:
1. A method of processing calls in an automatic call distributor having a plurality of agent groups, such method comprising the steps of: training a system neural network with a set of desired resource relationships for servicing a plurality of call processing load conditions in the automatic call distributor; training a group neural network for each of the plurality of groups to periodically process a plurality of inputs to determine an agent resource status for each group; determining a set of operating parameters of the automatic call distributor; the system neural network determining whether to reassign agents among agent groups of the plurality of agent groups based upon the training of the neural network, the respective status of the agent groups, and a group loading of the determined set of operating parameters; and the neural system network determining whether to process calls for distribution to the plurality of agent groups based upon a call processor loading parameter of the determined set of operating parameters and the training of the neural network.