| 摘要 |
<p>A communication router receives incoming communications and assigns a priority to each, which are then placed in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations (31, 33). The invention is particularly applicable to routing telephone calls in a call center (21). Destinations (31, 33), in the call center agent stations, are selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such as telephone calls (13), e-mails, video calls, and Internet Protocol (11) calls.</p> |
