Distribution of calls among automatic call distributors of a single large customer
US5291552A · kind A · utility
67Cited by
7References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 30, 1991 |
| Grant date | Mar 1, 1994 |
| Priority date | — |
| Expiry date | Jul 30, 2011 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/00
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.