System and method for monitoring calls parked on an automatic call distributor
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United States of America Patent
Stats
-
Oct 19, 1999
Grant Date -
N/A
app pub date -
Feb 26, 1997
filing date -
Feb 26, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
System and method for monitoring calls parked on one or more automatic call distributors (ACDs). Calls parked on an ACD are monitored through the use of a call park server that maintains a relational database. The relational database includes a call-leg information table and a method table. The call-leg information table is used to track and maintain the status of each call-leg parked on an ACD. The method table includes pre-determined methods that can be executed in response to a change in status of the parked call-legs. The method table provides a suite of methods that can be selected by a parking facility, for example, an automated response unit or an operator console, to be applied to the parked call-leg when particular events occur.
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Cited Art Landscape
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