Routing of ACD-based degree

Application Number: 00102891
Application Date: 2000.03.01
Publication Number: 1265553
Publication Date: 2000.09.06
Priority Information: 1999/3/1 US 60/122280
International: H04Q3/04
Applicant(s) Name: Rockwell Electronic Business Co.
Inventor(s) Name: Darill Heimerle
Patent Agency Code: 72002
Patent Agent: han hong
Abstract A method is provided for assigning agents of a plurality of agent groups to a agent pool for answering a call based upon a time delay for answering the call. The method includes the steps of designating a first agent group as candidates for answering a call based upon first availability, forming an expanded group of the first group and at least some agents of a second group when the time delay exceeds a threshold and assigning the call to an agent of the expanded group based upon first availability.