Patent ID: 8358774
Filing Date: 2013-01-22
Classification: H04M

Abstract:
1. A method of routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router, such method comprising the steps of: determining by each respective automatic contact distributor of the plurality of automatic contact distributors a respective largest relative occupancy difference among the plurality of agents of the respective automatic contact distributor for each contact type processed by the respective automatic contact distributor; each respective automatic contact distributor of the plurality of automatic contact distributors transferring the respective determined, largest relative occupancy difference for each contact type to the network router; comparing the respective transferred largest relative occupancy difference from each respective contact distributor for each respective control type to each other to identify a selected contact distributor with a highest transferred relative occupancy difference for each contact type to identify for each respective contact type a respective selected automatic contact distributor of the plurality of automatic contact distributors that has a highest difference for the respective contact type; detecting a contact; determining a contact type of the detected contact; and the network router routing the detected contact to an the selected automatic contact distributor of the plurality of automatic contact distributors that provided a largest one of the respective largest relative occupancy difference for the determined contact type among the plurality of automatic contact distributors.