Patent ID: 6560330
Filing Date: 2003-05-06
Classification: H04M

Abstract:
A method of distributing requests among resources for processing the requests, comprising:in response to a request to be processed, determining request attributes of the request; in response to the determining, individually finding among a plurality of agents at least one individual single agent that corresponds to the determined request attributes, by searching a plurality of rule definitions each defining a correspondence between at least one request attribute and at least one individual single agent who individually has skills needed for processing a request having the at least one request attribute; and in response to the finding of at the least one individual single agent, enqueuing the request in a request queue of each one of the found individual single agents, each individual single one of the plurality of agents having its own dedicated said request queue, and each individual single one of the plurality of agents for processing only requests enqueued in its said own request queue.