Patent ID: 6408066
Filing Date: 2002-06-18
Classification: H04M

Abstract:
An ACD skill-based routing method, comprising the steps of:establishing a group of call agents and assigning one or more screening attributes to each call agent group member; establishing a call agent queue that ranks available call agent group members according to an idleness indicator; assigning said call agent group to at least one call queue that ranks calls according to a priority indicator; associating each call in said at least one call queue with one or more call requirement attributes; comparing the screening attribute(s) of the highest ranking call agent identified in said call agent queue with the call requirement attribute(s) of one or more calls in said at least one call queue, beginning with the highest ranking call and descending through lower ranking calls as necessary until a call having a call requirement attribute matching said screening attribute (call-to-agent match) is found; and assigning the call associated with said call-to-agent match to said highest ranking call agent and removing said highest ranking call agent from said call agent queue.