| 摘要 |
<p>A system (100) for routing calls has a plurality of call centers (102a, 102b, 102c) and a central controller (106) for managing activity of the plurality of call centers (102a, 102b, 102c), including call loading. The central controller (106) utilizes a method for managing loading based on estimates of loading for call centers (102a, 102b, 102c) in the system (100) for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.</p> |
