The system of distributing calls to agents more suitable by competence, mainly used in call service centers. The necessity for this service arose due to the big amount of incoming calls and in order to cope with them better, all calls are sorted and directed to corresponding agents.
IDC projected over 9 billion minutes of voice traffic to travel over worldwide packet networks in 2000, exceeding 135 billion minutes in 2004. Service revenue is projected at 1.6 billion in 2000 and 18.7 billion in 2004.