发明名称 |
Method and apparatus for customer key routing |
摘要 |
In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison. |
申请公布号 |
US8180043(B2) |
申请公布日期 |
2012.05.15 |
申请号 |
US20040006151 |
申请日期 |
2004.12.07 |
申请人 |
DEZONNO ANTHONY J.;SUMNER ROGER A.;BIGGAM SANDY;HODSON JEFFREY D.;MOSER MARY ELLEN;HOLLATZ MIKE;WESEN DAVE;SHERIDAN MICHAEL;ASPECT SOFTWARE, INC. |
发明人 |
DEZONNO ANTHONY J.;SUMNER ROGER A.;BIGGAM SANDY;HODSON JEFFREY D.;MOSER MARY ELLEN;HOLLATZ MIKE;WESEN DAVE;SHERIDAN MICHAEL |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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