Patent ID: 8416943
Filing Date: 2013-04-09
Classification: H04M

Abstract:
1. A method for distributing customer contacts to a selected one of a plurality of transaction processing entities each capable of handling a plurality of media types in a transaction processing system, such method comprising: determining a media type for a customer contact in the transaction processing system, the media type determined by the access channel of the customer contact; identifying the media type as exclusive or nonexclusive; finding a transaction processing entity that is capable of handling the media type; establishing a table of a predetermined maximum number of customer contacts of each media type that may be simultaneously handled by each transaction processing entity, and of current customer contact assignments to each transaction entity for each media type; routing the customer contact to a transaction processing entity that is capable of handling the media type as a current customer contact if the contact will not exceed the maximum number of media type that the transaction processing entity may handle, and permitting no further customer contacts for the duration of said current customer contact by said transaction processing entity when said media type is exclusive while routing other non-exclusive customer contacts to the transaction processing entity during the current customer contact.