Patent ID: 6711255
Filing Date: 2004-03-23
Classification: H04M

Abstract:
A method for distributing calls to directory inquiry centers, comprising a cycle of succeeding steps for a given inquiry center:determining a forecast waiting time of the calls on the basis of a number of calls in waiting and of an estimated average waiting time per call in the given center, routing the calls to said given center when said forecast waiting time determined is below a first threshold, and accepting calls from other inquiry centers the forecast waiting times of which are above said first threshold, when said determined forecast waiting time is below a third threshold, routing the calls intended for said given center to another inquiry center on condition that the forecast waiting time in it is below said third threshold, when said determined forecast waiting time lies between said first threshold and a second threshold higher than said first threshold, and accepting calls from another inquiry center only if said forecast waiting time thereof is above said second threshold, when said determined forecast waiting time lies between said third threshold and a fourth threshold higher than said third threshold, and routing calls intended for said given center to another inquiry center the forecast waiting time of which is below said fourth threshold, when said determined forecast waiting time is above said second threshold, and refusing all calls from other inquiry centers when said determined forecast waiting time is above said fourth threshold.