ROUTING METHOD FOR REALIZING NEXT GENERATION CALL CENTER HIERARCHICAL SERVICE

WIPO Patent Application WO/2010/020164

A1

The invention discloses a routing method for realizing next generation call center hierarchical service. The method includes: user priorities, admission rate thresholds, statistic periods and sampling periods are configured for a service request; corresponding sampling linked lists and sampling nodes are set for the user priorities; when said statistic period is over, a new sampling node is inserted for every sampling linked list; when a service request is received during the sampling period, admission rate statistic information is recorded on the sampling node; the user priorities are classified according to the admission rates and admission rate thresholds, the user priorities lower than the admission rate thresholds are positioned into an aggregate A,  the user priorities higher than the admission rate thresholds are positioned into an aggregate B; and searching for a suitable service request in the aggregate A from high to low according to the user priorities, if the aggregate A is empty, then searching in the aggregate B, and admitting an idle operator for the searched service request. The invention can reflect the admission rate on the user priority accurately and make the hierarchical service achieve the best effect.

JP2000261494	FAX MAIL SERVER DEVICE
JP2000339334	ELECTRONIC INFORMATION RECEIVER
JP2001285334	MAIL SERVER

FU QIANG (CN)

PCT/CN2009/073290

February 25, 2010

August 17, 2009

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ZTE CORP (CN)
FU QIANG (CN)

H04L12/54

CN1741627A	2006-03-01
CN1553375A	2004-12-08
CN1466080A	2004-01-07
CN1499847A	2004-05-26

AFD CHINA INTELLECTUAL PROPERTY LAW OFFICE (8 Xueqing Rd Haidian, Beijing 5, CN)

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