Apparatus and methods for improving routing calls to call centers and within them.

摘要

A method for selecting a routing algorithm in a system telephony network Internet Protocol (IPNT) incorporating intelligent call routing to computerized workstations (131, 132) of selected plants associated calls (121, 122) agents and having a plurality of routing algorithms each of which is associated with a different system status or performance level, which method comprises: a) while a first routing algorithm is executed, monitor system status or performance level, or both, including system degradation and cause of degradation; b) selecting a second routing algorithm based on detection in step a) of a change in system status or performance level, according to the appropriate algorithm associated with the new system status or performance level, wherein selected algorithm at least reducing the access to, or use of, a component or resource of a call center whose performance has been proven that is degraded.