公开(公告)号：US06842515B2

公开(公告)日：2005-01-11

申请号：US09879423

申请日：2001-06-12

申请人： Ole J. Mengshoel ,  Ken Fertig ,  Kurt Sunderman ,  Anthony Dezonno

发明人： Ole J. Mengshoel ,  Ken Fertig ,  Kurt Sunderman ,  Anthony Dezonno

IPC分类号： H04M3/523 ,  H04M7/00

CPC分类号： H04M3/5237 ,  H04M3/5232 ,  H04M3/5233

摘要： A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.

摘要翻译： 提供了一种用于在具有一个或多个主站点，多个卫星站点和位于多个卫星站点的每个卫星站点处的至少一些代理的自动呼叫分配系统中分配呼叫的方法和装置。 该方法包括以下步骤：在自动呼叫分配系统的主站点处检测呼叫，确定呼叫的呼叫类型，并同时测量与目标占用的偏差，以处理所确定的呼叫类型对于每个代理的呼叫类型 至少有一些代理位于每个卫星站点。 该方法还包括以下步骤：基于测量的偏差识别具有最大的相对不足利用率或最小相对过度利用的代理，并将呼叫从主站点传送到多个卫星站点中的所识别的卫星站点的卫星站点 代理位于。