Abstract: A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of each queue, and increments each received EWT by a product of the AAT and the number of calls sent to that queue during the network delay time. Between polls, each time that an AAT period expires, its corresponding EWT is decremented by the AAT (but not below zero). When a call is received for processing by a skill/split, the router sends it to the skill/split queue that presently has the shortest EWT, and increments that EWT by the corresponding AAT.

Abstract: A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of each queue, and increments each received EWT by a product of the AAT and the number of calls sent to that queue during the network delay time. Between polls, each time that an AAT period expires, its corresponding EWT is decremented by the AAT (but not below zero). When a call is received for processing by a skill/split, the router sends it to the skill/split queue that presently has the shortest EWT, and increments that EWT by the corresponding AAT.