Automatic call distribution network with call overload system and method

USRE36051E · kind E · reissue

Assignee

• Rockwell International Corporation · US

Inventors

• David J. Adams · Warrenville, US
• Wayne L. Harbuziuk · Wheaton, US
• Christopher G. Culp · Wheaton, US

Key dates

• Filing date: Apr 24, 1996
• Grant date: Jan 19, 1999
• Expiry date: Apr 24, 2016

Classification

• Technology area (CPC —): General

Abstract

An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACT) (12B) of at least one of the types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating ACD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD (12B) to route the call at the destination ACD (12B).