Patent ID: 7366778

Claim:
A method of operating a call center having a communications network; a plurality of agent group handlers connected to the communications network and each having an input port at a respective network address of the communications network; and, for each of a plurality of contact channels incoming to the center, a respective queuing system, each queuing system comprising at least one queue handler connected to the communications network, and each queue handler having an input port at a respective network address of the communications network and a ranked set of output ports at respective network addresses of the communications network, each output port having an associated destination address store; the method comprising: receiving, for each of said plurality of contact channels, calls at the respective queuing system; creating for each such call received at a queue handler of a respective queuing system a record of call details, and placing that record in a queue; sending a record currently at the front of the queue of a queue handler to its ranked set of output ports for transmission; and transmitting that record, via a predetermined one of the set of output ports, to a destination handler in accordance with the content of the destination address store associated with that queue handler.