| 摘要 |
Call routing is controlled by a central unit providing switching control signals based on selecting the best figure-of-merit value from among poll responses for agents. While an incoming call is held by a public network 12, poll inquiries are sent from a central unit 20. Each local unit 24, 26, 28 provides a poll response indicative of the one its associated response resources (e.g., agents 31, 32, 33) having the shortest queue wait. Each poll response may be a simple figure-of-merit value representing agent availability. Central unit 20 selects the poll response represented by the best figure-of-merit value and sends routing instructions to the network 12. The call is then routed to the appropriate agent for handling. Where a local unit has no associated agent who is qualified to respond to a call (based on caller data related to that call) no poll response need be sent to central unit 20. The simplified processing provided enables system operation with reduced data collection and intra-system communication requirements.
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