Automatic call distributor telephone service

US4737983A · kind A · utility

Assignee

• American Telephone and Telegraph Company Communications, Inc. · US

Inventors

• James C. Frauenthal · Colts Neck Township, US
• William L. Gewirtz · New York, US
• Thomas G. Moore · Mount Prospect, US
• Roy Philip Weber · Bound Brook, US

Key dates

• Filing date: Oct 2, 1985
• Grant date: Apr 12, 1988
• Expiry date: Oct 2, 2005

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04Q3/66
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method of balancing traffic loads to a plurality of customer automatic l distributors (ACDs). Each ACD periodically transmits call congestion data to a central data base. Periodically, the data is automatically analyzed and resulting call routing information stored at the data base. The call routing information is queried in response to each call directed to the customer to select and ACD for routing of the call. Other signals are independently sent from the ACDs to the data base to indicate the present availability of trunks. A given call may or may not be routed to the selected ACD depending upon the status of these signals. In this case, the ACD selection process is repeated at the data base.