US 7,023,979 B1
TELEPHONY CONTROL SYSTEM WITH INTELLIGENT CALL ROUTINGGeneral
US 7,023,979 B1
TELEPHONY CONTROL SYSTEM WITH INTELLIGENT CALL ROUTING
Tech Center:
2600 Communications
Examiner:
Benny Tieu
Art Unit:
2642 Telecommunications: Analog Radio Telephone; Satellite and Power Control; Transceivers, Measuring and Testing; Bluetooth; Receivers and Transmitters; Equipment Details
Agent:
Inventors:
Wai Wu; Toby Heller; Steven M. Hoffberg
Assignee:
Priority:
03/07/03
Filed:
03/07/03
Granted:
04/04/06
Expiration:
11/13/22
Abstract
A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.