| 摘要 |
A method and system of routing incoming call is disclosed. An incoming ca ll is received at a call center of a language interpretation provider. The i ncoming call is made by a customer requesting language interpretation servic e. The customer can be for example a business entity or an individual. A lev el of skill required by the customer is determined. The level of skill requi red represents a minimum skill set that an interpreter of the language inter pretation provider should possess in order to provide the language interpret ation service requested by the customer. The language interpretation service is provided during the incoming call. The incoming call can be queued at a first queue that distributes incoming calls to a call center interpreter. Th e call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link. If a customer-define d event occurs, the incoming call is routed to a second queue that distribut es incoming calls to a non-call center interpreter. The non-call center inte rpreter is not permanently connected to the call center of the language inte rpretation provider.
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