Contact processing

A call routing apparatus comprises a detector, operable, in respect of incoming calls which are routed to respective agents selected from a cohort of two or more agents, to detect, as a parameter of the agent to whom a first call was routed, whether an incoming call represents a second or subsequent call by the same caller within a predetermined time period; and a call router operable to route incoming calls to respective agents selected from the cohort of two or more agents, the call router being operable to select an agent to which an incoming call is to be routed according to whether the incoming call is detected to represent a second or subsequent call by the same caller within the predetermined time period. The call router is operable to select an agent to which an incoming call is to be routed according to the detection of whether the call represents a second or subsequent call by the same caller within the predetermined time period