Automatic call distribution server for computer telephony communications
US5999965A · kind A · utility
Assignee
Inventor
Key dates
| Filing date | Aug 19, 1997 |
| Grant date | Dec 7, 1999 |
| Priority date | — |
| Expiry date | Aug 19, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automatic call distribution system capable of receiving incoming calls originating on either circuit-switched or packet-switched networks utilizes an automatic call distribution (ACD) server for receiving and routing incoming calls and a control center module for dynamically configuring a plurality of agent processes to which the incoming calls may be transferred. The agent processes, control center and ACD server may be separated geographically, but operatively coupled via a computer network. The incoming calls contain user information which enables calls to be routed by the ACD server according to a plurality of different criteria. A graphic user interface enables a system user to dynamically monitor the status of agent processes and reconfigure both queues and the agent processes associated with a queue in response to call loads and agent resource availability.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.