Patent ID: 8225322

Claim:
Contact centre ( 1 ) comprising: a resource database ( 9 ) to memorize the corresponding identities of a number of resources ( 7 ) each with several characteristics, and for each characteristic of each resource, to memorize a predetermined category from a plurality of predetermined categories to which the resource considered belongs; means ( 3 ) of receiving an instruction from a customer ( 6 ); means ( 3 ) of starting from this instruction to identify one or several characteristics required for a resource ( 7 ) to be selected among the plurality of resources ( 7 ); means ( 3 ) of identifying a group of resources ( 7 ) with the required characteristic(s) among the resources ( 7 ); means ( 3 ) of selecting a resource within this group, as a function of the categories memorized in the database; and means ( 3 , 5 ) of routing the instruction to the resource thus selected; wherein: the resource database ( 9 ) comprises means of memorizing a respective time representing each respective category, the means of selecting a resource within said group comprise: means of assigning a magnitude in time called the adhesion and equal to the longest of the characteristic times of each resource ( 7 ), to each resource ( 7 ), and means of selecting a resource within said group as a function of the adhesions thus assigned.