Call distribution in a call center

摘要

The method involves distributing incoming calls (5) to a number of agent stations (4.1-4.n) in accordance with defined criteria and where necessary storing them in a queue (6) for the selected agent stations, whereby information is sent to the agent stations regarding the calls. A virtual call is generated for each multimedia message (10) addressed to the call center (1) to enable the telecommunications system (2) to respond. AN Independent claim is also included for the following: an arrangement for expanding a call center with a telecommunications system with an automatic call distribution function.