| 摘要 |
<p>A call center and implementing method thereof is provided. More than one distributed RouterTask modules are used in said call center; when a main control module in the call center receives a queue request sent by a user via Interactive Voice and Video Response (IVVR), the main control module sends the queue request to all or part of the RouterTask modules; the RouterTask modules which received said queue request search for local optimal agents among the idle agents which are managed by the RouterTask modules themselves and inform the main control module; said main control module searches for a global optimal agent among all the informed local optimal agents, and informs IVVR of building a conversation between said user and said global optimal agent when the search succeeds.</p> |
