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Skills-based routing of a communication session

  • US 7,072,966 B1
  • Filed: 08/14/2001
  • Issued: 07/04/2006
  • Est. Priority Date: 08/14/2001
  • Status: Expired due to Fees
First Claim
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1. A method for skills-based routing of a communication session received at a switch, comprising:

  • receiving, at a switch, a request to establish a communication session between a client and one of a plurality of service agent stations;

    generating a profile of the communication session in response to the request, wherein the profile of the communication session comprises at least two attributes;

    comparing the profile of the communication session to a skills table, wherein the skills table includes a plurality of service agent records, each service agent record associating a service agent station with one or more skill entries;

    identifying, based on the comparison of the profile and the skills table, a subset of the service agent records included in the skills table, wherein the subset contains a plurality of service agent records;

    generating an ordered list of service agent records by applying one or more arithmetic algorithms to skill entries associated with the subset of service agent records;

    selecting a service agent station associated with a first service agent record in the ordered list;

    receiving, at a server remote from the switch, service agent information from a client, the service agent information pertaining to a service agent station associated with the client;

    storing the service agent information on the server;

    dynamically updating a skills table utilizing the service agent information, wherein the skills table associates each service agent station with a plurality of skill entries in a service agent record; and

    communicating the skills table to the switch.

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