|6424709||Skill-based call routing|
A method and apparatus are provided for assigning a plurality of agents to incoming calls by an automatic call distributor. The method includes the steps of defining a plurality of agent groups for processing calls received by the automatic call distribut...
|5652791||System and method for simulating operation of an automatic call distributor|
A system (200) and method for simulating operation of an autonomic call distributor (100) is provided. The system (200) provides an indication of hardware resources, such as digit collector cards (120) and digital audio source cards (118), required for an...