Distribution of calls among automatic call distributors of a single large customer
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
Mar 1, 1994
Grant Date -
N/A
app pub date -
Jul 30, 1991
filing date -
Jul 30, 1991
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site.
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