Patent Document ID: 7676034
Application ID: 10794749
Patent Flag: 1

Claim One:
1. A communications control system comprising: (a) an input receiving call classification information, the call classification information comprising a plurality of classification characteristics; (b) a memory storing a data structure representing a plurality of distinct agent characteristics for each of a plurality of agents; and (c) a processor, for: (i) determining, with respect to the received call classification information associated with a plurality of concurrent calls, an optimum set of concurrent mutually exclusive associations of the plurality of agents with the plurality of calls, based on a multifactorial optimization of: (a) at least a non-binary weighted correspondence of said plurality of classification characteristics and (b) said plurality of distinct agent characteristics for each of said plurality of agents, said multifactorial optimization considering an aggregate normalized value for each of a plurality of possible sets and selecting an optimum one of the plurality of sets, and (ii) controlling a routing of a plurality of concurrent calls in dependence on the determination.