Dynamic network call distributor
First Claim
1. In a telecommunications network, a method of selecting one of a plurality of destinations for a call from a caller to a customer, each destination comprising apparatus for connecting a call to one of a plurality of agents, said method for connection of said call via said telecommunications network from said caller to said customer, said caller originating one of a plurality of types of calls, comprising:
- in a data base of said network, maintaining a record of a number of calls currently connected to each of said destinations, each destination comprising apparatus for connecting a call to one of a plurality of agents;
using said record, a type of said call from said caller to said customer, and routing parameters, said routing parameters based on information provided by said customer for each type of call to said customer, for selecting one of said destinations for connecting said call from said caller to one of a plurality of agents connected by said one of said destinations.
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Accused Products
Abstract
This invention relates to a method of distributing calls among a plurality of destinations of a customer. The calls are distributed according to a customer specified policy to maximize revenue or profit, to minimize waiting time or to minimize probability of abandonment. Different types of calls, such as orders, repair requests, and general information requests can be distributed differently. For example, if the criterion is maximizing profit, then calls of the most profitable type may be given preference for completion, while, during a busy period, some of the less profitable calls are rejected.
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Citations
34 Claims
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1. In a telecommunications network, a method of selecting one of a plurality of destinations for a call from a caller to a customer, each destination comprising apparatus for connecting a call to one of a plurality of agents, said method for connection of said call via said telecommunications network from said caller to said customer, said caller originating one of a plurality of types of calls, comprising:
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in a data base of said network, maintaining a record of a number of calls currently connected to each of said destinations, each destination comprising apparatus for connecting a call to one of a plurality of agents; using said record, a type of said call from said caller to said customer, and routing parameters, said routing parameters based on information provided by said customer for each type of call to said customer, for selecting one of said destinations for connecting said call from said caller to one of a plurality of agents connected by said one of said destinations. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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Specification