Method and apparatus for providing fair access to agents in a communication center

Abstract

A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a first request is received for and agent, monitors any other requests for the same agent during the fairness time, and executes an algorithm at the end of the fairness time to select the network-level entity to which the request should be granted. In a preferred embodiment the fairness time is set to be equal to or greater than twice the difference between network round-trip latency for the longest latency and shortest latency routers requesting service from the communication center. In some embodiments an agent reservation timer is set at the same point as the fairness timer to prevent calls to the same agent, and has a period longer than the fairness timer by a time sufficient for a connection to be made to the agent station once access is granted, and for notification of the connection to be made to network-level entities.