Gte Laboratories Incorporated

Salal Humair

Leslie David Servi

A method and apparatus to calculate probabilistic routing parameters to more efficiently route telephone calls from an origin to one of a plurality of call centers. In particular, the rate of calls routed to each gate of each call center is measured for a previous time frame and used to estimate the rate of calls routed to input nodes of a routing network from an origin for a next time frame. Using these estimated rates of calls routed to the input nodes, a quadratic programming technique is used to calculate probabilistic routing parameters. These parameters are modified either automatically or by a network manager to improve the routing efficiency.

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Cambridge, MA, United States of America

Salal Humair