Patent ID: 8010607

Claim:
A method of managing contacts within a contact centre, comprising the steps of: assigning to a received contact a priority and a skillset identifier; creating a new software object for said received contact; determining a queuing position for said new software object relative to at least one other software object representing a contact having a priority and a skillset identifier similar to said skillset identifier assigned to said received contact, wherein said queuing position is determined from a comparison of the priority of the received contact and a priority of the contact represented by the at least one other software object; adding to said new software object a pointer to said at least one other software object; and storing in memory a collection of said software objects each containing said pointer to at least one other of said software objects; whereby said stored collection of said software objects provides a prioritised queue for a skillset, wherein the step of assigning to said received contact said priority and said skillset identifier includes assigning multiple said skillset identifiers, and wherein the step of adding said pointer comprises adding separate pointers to software objects in different queues.