Method and apparatus for controlling network automatic call distribution
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United States of America Patent
Stats
-
Apr 13, 2004
Grant Date -
Feb 7, 2002
app pub date -
Mar 24, 1998
filing date -
Oct 14, 1997
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A call center system is composed of stations connected with each other through a WAN, and each station has the function of executing the waiting control of an incoming call and the function of executing the distribution control of the incoming call. A call history information transmitting and receiving control unit attaches call history information for indicating the state of waiting control and the state of transfer of the incoming call, to the incoming call to be transferred to another station, and conversely receives call history information attached to the incoming call transferred from another station. A waiting control unit executes the waiting control and distribution control of the incoming call corresponding to the call history information based on the call history information received by the call history information transmitting and receiving control unit.
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