公开(公告)号：US06333980B1

公开(公告)日：2001-12-25

申请号：US08314189

申请日：1994-09-28

申请人： Michael C. Hollatz ,  Dan M. Righi ,  Joseph C. Steinlicht ,  Kurt E. Sunderman

发明人： Michael C. Hollatz ,  Dan M. Righi ,  Joseph C. Steinlicht ,  Kurt E. Sunderman

IPC分类号： H04M300

CPC分类号： H04M3/5233

摘要： An automatic call distributor 100 and method for selectively connecting incoming telephone calls from telephonic units 102 to a plurality of available agents located at agent telephonic units 308 is provided. The automatic call distributor 100 includes a central processing unit 302 which controls a multiport switch 300 to interconnect the incoming telephone calls and the agent telephonic units 308. Each agent is assigned one or more agent-skill indicators indicative of the agent's skills. A proficiency rating indicative of the skill level of the agent is also assigned for each agent-skill indicator. Skill groups 110a, 110b and 110n are formed from available agents having a common agent-skill indicator. Within the skill groups, the agents are arranged by decreasing proficiency rating. Agents with identical proficiency ratings are further arranged by the amount of time each agent has been available to accept an incoming telephone call. When received, an incoming telephone call is matched with a common agent-skill indicator deemed useful in satisfying a need of the caller and a minimum proficiency rating and the telephone call is routed to the skill group associated with the matched agent-skill indicator. The telephone call is offered to the agent within the skill group having the highest proficiency rating and, amongst the agents having an identical proficiency rating, having been available for the longest time.

摘要翻译： 提供了一种自动呼叫分配器100和方法，用于将来自电话单元102的进入电话呼叫选择性地连接到位于代理电话单元308的多个可用代理。 自动呼叫分配器100包括中央处理单元302，其控制多端口交换机300以互连入局电话呼叫和代理电话单元308.每个代理被分配一个或多个指示代理人技能的代理技能指示符。 指定代理人技能水平的能力等级也被分配给每个代理技能指标。 技能组110a，110b和110n由具有公共技能指标的可用代理形成。 在技​​能组内，代理人通过降低能力等级进行安排。 具有相同能力等级的代理进一步按每个代理人可以接收来电的时间量排列。 当接收到呼入电话时，与被认为有用的满足呼叫者需要的通用代理技能指示符和最低能力等级相匹配，并且电话呼叫被路由到与匹配的代理技能指示符相关联的技能组。 电话呼叫被提供给具有最高熟练度等级的技能组中的代理人，并且具有相同能力等级的代理人已经可以获得最长时间。