05825869 is referenced by 623 patents and cites 6 patents.

A call-management method and system for distributing calls to individuals, such as ACD agents, include storing a resume for each individual. In the preferred embodiment, each resume includes first data indicative of call-handling capabilities of the individual and includes second data indicative of preferences of the call-management system for particular individuals to process particular types of calls. When an inbound call is received or an outbound call is generated, the call is tagged with identification of abilities advantageous to processing the calls. Thus, the desired skills for a call may be correlated with either or both of the call-handling capabilities of the individuals and the call-management preferences. Again referring to the preferred embodiment, "tagging" each call is a step of associating a skill expression with each call and includes identifying two or more desired abilities for processing the call. Each call may be tagged with a number of related or unrelated skill expressions, each with a timeout value, thereby permitting routing criteria to be changed depending upon the time that the call has been in queue. The abilities may be designated as mandatory skills and optional skills, with the optional skills being disregarded or reduced in emphasis after the call has remained in a queue beyond a preselected time period. The resumes are stored in an adjunct server that facilitates generating quality of service reports.

Title
Call management method and system for skill-based routing
Application Number
427546
Publication Number
5825869
Application Date
April 23, 1996
Publication Date
October 20, 1998
Inventor
Laura M Brooks
Sunnyvale
CA, US
Charles R Herel
Pleasanton
CA, US
Stephen Phillip Berkson
Los Gatos
CA, US
Gary Stanley Kaufman
Thornhill
CA
Paul Douglas Fryer
Toronto
CA
Nancy Sinling Brooks
Markham
CA
Assignee
Siemens Business Communication Systems
CA, US
IPC
H04M 3/00
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