caller's inquiry. Virtual contact centers can also be used to aggregate the skill sets of agents to help multiple vendors, where all real-time and statistical information can be shared amongst the contact center sites. An additional function for these external routing applications is to enable Computer telephony integration (CTI), which improves efficiency for call center agents by matching incoming phone calls with relevant data via screen pop. Distribution methods Methods for distributing incoming calls from a queue include Linear Call Distribution – Calls are distributed in order, starting at the beginning each time Circular/Rotary Call Distribution – Calls are distributed in order, starting with the next in order Uniform Call Distribution – Calls are distributed uniformly, starting with the person who has handled the fewest calls Simultaneous Call Distribution – Calls are presented to all available extensions simultaneously Weighted Call Distribution – Calls are distributed according to a configurable weighting, such as differing skill sets within customer service representatives See also Number Five Crossbar Switching System Communications system Vector directory number Zip tone References Telephone exchanges Computer telephony integration Telephony equipment