Distributing calls over serving centers of a large customer
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Mar 29, 1994
Grant Date -
N/A
app pub date -
Sep 27, 1991
filing date -
Sep 27, 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. If one of the ACD sites is not appropriately equipped with overflow queues for different sites and an appropriate program for steering calls, that ACD site can route its overflow traffic via one of the ACD sites, designated as a mother node, for distributing overflow from the one site to others.
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Cited Art Landscape
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