Method and apparatus for controlling network automatic call distribution
US6721417B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 24, 1998 |
| Grant date | Apr 13, 2004 |
| Priority date | — |
| Expiry date | Mar 24, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/58
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call center system is composed of stations connected with each other through a WAN, and each station has the function of executing the waiting control of an incoming call and the function of executing the distribution control of the incoming call. A call history information transmitting and receiving control unit attaches call history information for indicating the state of waiting control and the state of transfer of the incoming call, to the incoming call to be transferred to another station, and conversely receives call history information attached to the incoming call transferred from another station. A waiting control unit executes the waiting control and distribution control of the incoming call corresponding to the call history information based on the call history information received by the call history information transmitting and receiving control unit.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.