Patent ID: 8218753
Filing Date: 2012-07-10
Classification: H04M

Abstract:
1. A data processing apparatus comprising: a network interface that is configured to couple to a voice call network for receiving one or more voice calls therefrom; one or more processors; one or more stored sequences of instructions which, when executed by the processor, cause the processor to perform: receiving a call, at a contact center, comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; processing the call using the one or more call treatment attributes that are determined or selected; routing the call to a particular call handling agent in the contact center based on the call treatment attributes.