07023979 is referenced by 336 patents and cites 545 patents.

A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.

Title
Telephony control system with intelligent call routing
Application Number
10/385389
Publication Number
7023979 (B1)
Application Date
March 7, 2003
Publication Date
April 4, 2006
Inventor
Steven M Hoffberg
West Harrison, 10604
NY, US
Toby Heller
Roslyn Heights, 11577
NY, US
Wai Wu
Massapequa, 11758
NY, US
Agent
Milde & Hoffberg
IPC
H04M 5/00
H04M 3/00
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