METHOD AND APPARATUS FOR PROCESSING COMMUNICATION IN COMMUNICATION PROCESSING EQUIPMENT HAVING A PLURALITY OF AGENTS

PROBLEM TO BE SOLVED: To improve communication processing when an agent having reserve skills, an agent which needs to complete non-call tasks, etc. exist in communication processing equipment which has a plurality of agents and processes communication. SOLUTION: A minimum interruption cycle time is established for a reserve call agent. The invention is applicable to exclusive reserve agents which process only calls requiring reserve skills, but can also be applied to other types of reserve agents. After a reserve agent completes the processing of a call, a cycle timer is started for that agent. The delivery of additional calls to the reserve agent is then suspended until the value of the cycle timer is greater than or equal to an established minimum interruption cycle time for that agent. COPYRIGHT: (C)2005,JPO&NCIPI