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 25, 1999
Grant Date -
N/A
app pub date -
Apr 11, 1997
filing date -
Apr 11, 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 received from a PSTN and overflowed from a source automatic call distributor to a destination automatic call distributor, the call record having been stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination 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 a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor. An overflow request is transferred over an ISDN facility to the destination automatic call distributor including the call identifier. The overflow table is searched using the call identifier transferred to the destination automatic call distributor to locate the identifier of the source automatic call distributor and the call record is identified using the call identifier and located identifier of the source automatic call identifier.
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