Apparatus and method for identifying records of overflowed ACD calls
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
May 4, 1999
Grant Date -
N/A
app pub date -
May 20, 1997
filing date -
May 20, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
An apparatus and method are provided for identifying a call record of a telephone call to be overflowed from a source automatic call distributor to a destination automatic call distributor. The call record is of a type having been previously stored under a call identifier of the source automatic call distributor in a memory of the host computer serving both the source automatic call distributor and destination automatic call distributor in an area of the memory reserved for the source automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including the call identifier of the telephone call and an identifier of the source automatic call distributor. The method further includes the step of transferring an overflow request to the destination automatic call distributor including the call identifier and searching the overflow table using the call identifier transferred to the destination automatic call distributor to locate the identifier of the source automatic call distributor. Finally, the method includes the step of locating the call record using the call identifier and located identifier of the source automatic call distributor.
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