Apparatus and method for identifying records of overflowed ACD calls
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United States of America Patent
Stats
-
Jun 8, 1999
Grant Date -
N/A
app pub date -
May 19, 1997
filing date -
May 19, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and apparatus are provided for identifying a call record by a source automatic call distributor to a host computer of a telephone call received from a PSTN and overflowed from the source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control. The call record is 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 comprises the steps of executing a telescript sequence by the source automatic call distributor which sends a call identifer assigned by the source automatic call distributor and an identifier of the source automatic call distributor to a call overflow identification table of the host and transferring the call to the destination automatic call distributor along with the call identifier of the source automatic call distributor.
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