Automatic call distributor with prioritization
US5857018A · kind A · utility
49Cited by
8References
9Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Sep 26, 1997 |
| Grant date | Jan 5, 1999 |
| Priority date | — |
| Expiry date | Sep 26, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automatic call distributor (ACD) for routing application, external position and internal position telephone calls to one of a plurality of agents is disclosed. Priority levels of the different types of calls are selectively assigned for each individual agent and can be changed as desired. When a plurality of incoming calls having different call types are received concurrently for a particular agent, the call of the call type having the highest priority as determined for the particular agent is connected to the particular agent first.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.