a technique is disclosed that optimizes the background noise experienced by a party who is calling into a call center . working as part of an overall call - assignment algorithm , the technique considers the acoustic noise that is present in the vicinities of multiple call - center agents who are otherwise satisfactory candidates to handle a call . the technique then selects an agent to handle the call who is associated with an optimal acoustic noise . typically , the selected agent is associated with lowest background noise level . the background noise is monitored at each call agent &# 39 ; s station by evaluating the signals that are present at the agent &# 39 ; s microphone . usually , this is done when a call agent is between calls and , as a result , is not using her headset at that moment . in other words , the background noise is actually measured , and the measurements are then used to assign a call agent to the incoming call .