1
Nancy Sinling Brooks, Paul Douglas Fryer, Gary Stanley Kaufman, Stephen Phillip Berkson, Charles R Herel, Laura M Brooks: Call management method and system for skill-based routing. Siemens Business Communication Systems, October 20, 1998: US05825869 (623 worldwide citation)

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 ...


2
Steven M Hoffberg: Agent training sensitive call routing system. Steven M Hoffberg Esq, Ostrolenk Faber, April 25, 2017: US09635177 (3 worldwide citation)

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, ...