Patent ID: 6222919
Filing Date: 2001-04-24
Classification: H04M

Abstract:
A method for routing an incoming telephone call from an external caller to one of a plurality of available agents in an automatic call distribution system, an available agent being an agent that is presently able to accept incoming telephone calls, the method comprising the steps of:associating at least one agent-skill indicator with each of the agents, the agent-skill indicator being representative of at least one skill of each of the agents;forming skill groups, each of the skill groups having a common agent-skill indicator associated therewith,inserting available agents into the skill groups by matching each of the at least one agent-skill indicators associated with each of the available agents and one of the common agent-skill indicators associated with the skill groups;identifying a call-skill indicator deemed useful in satisfying a need of the external caller;matching the call-skill indicator with one of the skill groups associated with a common agent-skill indicator which corresponds to the call-skill indicator; andconnecting the external caller to one of the available agents in the matched skill group.