Apparatus and method for identifying records of overflowed ACD c

Details Apparatus and method for identifying records of overflowed ACD c Apparatus and method for identifying records of overflowed ACD c

1997-04-11

1999-05-25

Wolinsky, Scott

Telephonic communications

Centralized switching system

Call distribution to operator

379265, 379309, H04Q 364

Patent

active

059076119

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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