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Call management method and system for skill-based routing

  • US 5,825,869 A
  • Filed: 04/23/1996
  • Issued: 10/20/1998
  • Est. Priority Date: 04/24/1995
  • Status: Expired due to Term
First Claim
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1. A call-management method of distributing calls of a common pool of calls to a plurality of individuals comprising steps of:

  • assigning and storing first data indicative of proficiencies of at least one call-handling capability of each of said individuals with respect to processing various types of calls from said common pool, including assigning proficiency indicators to each said individual, each proficiency indicator being related to a different call-handling capability within a defined set of call-handing capabilities;

    assigning and storing second data indicative of call-management preferences for particular individuals to process particular types of calls from said common pool, including assigning preference indicators to said individuals based upon said preferences, each said individual thereby being associated with individualized first and second data that are indicative of said proficiencies and said preferences with respect to said each individual;

    assigning said plurality of individuals to handling said calls of said common pool of calls;

    for each call that is to be distributed from said common pool, associating said call with an identification of at least one call-handling capability advantageous to processing said call;

    in response to said identification of said at least one call-handling capability advantageous to processing said call, correlating at least one of said first data and said second data of said plurality of individuals with said identification as a basis for routing decisions regarding to which individual said call should be routed; and

    routing said call in accordance with said routing decisions.

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