Skills-based routing of a communication session
US7072966B1 · kind B1 · utility
36Cited by
24References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 14, 2001 |
| Grant date | Jul 4, 2006 |
| Priority date | — |
| Expiry date | Sep 26, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table with service agent information, obtained from one or more sources, and communicates the skills table to a switch. A profile of the client's request for the communication session is generated and compared to the skills table. The switch subsequently routes the client to the optimal service agent station.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.