Method of dynamic load sharing between systems with automatic telephone call distributors
US5987117A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Jul 7, 1997 |
| Grant date | Nov 16, 1999 |
| Priority date | — |
| Expiry date | Jul 7, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method of sharing a load of incoming calls to a first automatic call distribution (ACD) system with a second ACD system, comprising: establishing at each of the first and second ACD systems divert start service levels each comprising an average wait time of incoming calls before being answered of a predetermined number of incoming calls during a sample period, monitoring a local service level at each of the ACD systems, and diverting incoming calls from one of the ACD systems to the other of the ACD systems for answering thereof in the event the local service level of the one of the ACD systems is longer than its local divert start service level.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.