Multilocation queuing for telephone calls
US4953204A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Oct 17, 1989 |
| Grant date | Aug 28, 1990 |
| Priority date | — |
| Expiry date | Oct 17, 2009 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/1328
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
This invention relates to methods and apparatus for queuing calls to a multilocation service provider having a plurality of automatic call distributors (ACDs). If all circuits to the ACDs are unavailable, a call is queued in one of a plurality of queues. One or more of these queues will allow call completion to any ACD of the service provider as soon as an agent of that ACD becomes available. Advantageously, the average waiting time for customers to that service provider is reduced, thereby improving service. In accordance with one feature of the system, the caller can select one of a plurality of choices of music on hold as offered by the service provider.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.