Technique for effectively processing and dynamically routing communication calls

Apparatus for providing data for routing communication calls to a plurality of call centers where the communication calls are answered to provide information to callers of the communication calls, the apparatus comprising:

• a receiving device for receiving measures of conditions concerning the call centers;
• an interface for receiving a request from a first call center for transferring a communication call received in the first call center to another call center;
• and
• a processor for selecting an alternate call center to receive the communication call based on at least measures of conditions concerning the alternate call center, data concerning at least an identity of the alternate call center being conveyed to the first call center when the alternate call center is selected.

A communications system comprising:

• a plurality of call centers for receiving communication calls;
• a server for analyzing measures of conditions concerning the call centers;
• and
• a processor for issuing to the server, over a communication network, a request for data concerning a call center to which a communication call is to be routed, the processor causing the communication call to be routed to the call center based on the data, the server selecting the call center based on an analysis of the measures of conditions concerning the call center.

A method for controlling communication calls routed to a system where the communication calls are to be answered to provide information to callers of the communication calls, the method comprising:

• receiving measures of conditions concerning the system;
• determining whether a communication call is to be rerouted based on the measures;
• reserving a communication path in the system when it is determined that the communication call is to be rerouted;
• and
• sending a request for rerouting the communication call after the communication path is reserved, the communication call being transferred out of the system through the communication path based on a response to the request.

A method for providing data for routing communication calls to a plurality of call centers where the communication calls are answered to provide information to callers of the communication calls, the method comprising:

• receiving measures of conditions concerning the call centers;
• receiving a request from a first call center for transferring a communication call received in the first call center to another call center;
• selecting an alternate call center to receive the communication call based on at least measures of conditions concerning the alternate call center;
• and
• conveying data concerning at least an identity of the alternate call center to the first call center when the alternate call center is selected.

A method for use in a communications system which includes a plurality of call centers for receiving communication calls, the method comprising:

• analyzing by a server measures of conditions concerning the call centers;
• issuing by a processor to the server, over a communication network, a request for data concerning a call center to which a communication call is to be routed;
• and
• causing the communication call to be routed to the call center based on the data, the server selecting the call center based on an analysis of the measures of conditions concerning the call center.