Abstract: A parallel routing method named parallel call center routing method(PCCRM) was proposed to promote the multiprocessing performance of call center system with multi-skill model. Through refinement of resource, PCCRM reduced the general mutual exclusion to local mutual exclusion, which can markedly reduce the waiting of process synchronization. Meanwhile an orderly competition model was introduced to guarantee the algorithm to meet the requirement of general principle of call center's agents. The experimental results showed that the PCCRM could increase system performance and scalability of routing algorithm.

Key words: call center routing, agent skills, critical resource, mutual exclusion