Patent ID: 6614902
Filing Date: 2003-09-02
Classification: H04M

Abstract:
A call center system with multiple workgroups, each workgroup having a routing controller comprising:routing-data generating means operative to derive workgroup routing data indicative of the suitability of destinations within the workgroup for receiving calls; transfer means for passing the workgroup routing data directly or indirectly to the routing controllers of the other workgroups and for receiving from each such routing controller the workgroup routing data generated by the routing-data generating means of that controller; storage means for storing both the workgroup routing data generated by the routing-data generating means of the same controller, and the workgroup routing data received by the transfer means from the routing controllers of all other operative workgroups, and global routing means comprising: receiving means for receiving a routing request in respect of a call incoming to the call center before the call is routed to a workgroup, selection means for determining from the stored routing data for all operative workgroups, including the workgroup with which the routing controller is associated, which workgroup is most suited to handle the call, and response means for responding to the routing request according to the determination made by the selection means, the selection means of all routing controllers making their determinations on the same basis such that the workgroup selected as most suited to handle a call is the same regardless of which routing controller receives the routing request.