Agent-predictive routing process in call-routing systems

Telephonic communications – Centralized switching system – Call distribution to operator

Patent

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Details

379113, 379133, 379210, 379220, 379230, 379231, 379308, 379309, H04Q 364, H04M 1500, H04M 342, H04M 700

Patent

active

059534052

ABSTRACT:
A telephone call-routing system comprises a routing intelligence adapted to receive real-time activity reports on busy status of remote telephone stations, and to route incoming calls based on the busy status. In a preferred embodiment the routing intelligence sets a busy semaphore for each station to which a call is routed at the time the call is routed, before a real-time signal is returned that the station is in fact busy. The semaphore is initially set to busy for a first period of time substantially equal to the known latency for returning the real-time busy signal. After the first period of time, and with return of a real-time busy signal, the semaphore is reset to busy for a second period of time substantially equal to the historical average elapsed time for calls in the call-routing system, after which the semaphore is released. After the first period of time, and in the absence of the real-time busy signal, the semaphore is immediately released so further calls may be routed to the station.

REFERENCES:
patent: 5459780 (1995-10-01), Sand
patent: 5619557 (1997-04-01), Van Berkum
patent: 5642411 (1997-06-01), Theis
patent: 5715306 (1998-02-01), Sunderman et al.
patent: 5844982 (1998-12-01), Knitl

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