Method for routing calls to call centers based on statistical modeling of call behavior
US5926538A · kind A · utility
352Cited by
61References
10Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 11, 1997 |
| Grant date | Jul 20, 1999 |
| Priority date | — |
| Expiry date | Feb 11, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for routing calls has a plurality of call centers and a central controller for managing activity of the plurality of call centers, including call loading. The central controller utilizes a method for managing loading based on estimates of loading for call centers in the system for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.