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

1997-05-19

1999-06-08

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379265, 379309, H04Q 364

Patent

active

059109831

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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