Automatic call distribution server for computer telephony commun

Details Automatic call distribution server for computer telephony commun Automatic call distribution server for computer telephony commun

1997-08-19

1999-12-07

Harrell, Robert B.

Electrical computers and digital processing systems: multicomput

Distributed data processing

Processing agent

G06F 1300

Patent

active

059999659

ABSTRACT:
An automatic call distribution system capable of receiving incoming calls originating on either circuit-switched or packet-switched networks utilizes an automatic call distribution (ACD) server for receiving and routing incoming calls and a control center module for dynamically configuring a plurality of agent processes to which the incoming calls may be transferred. The agent processes, control center and ACD server may be separated geographically, but operatively coupled via a computer network. The incoming calls contain user information which enables calls to be routed by the ACD server according to a plurality of different criteria. A graphic user interface enables a system user to dynamically monitor the status of agent processes and reconfigure both queues and the agent processes associated with a queue in response to call loads and agent resource availability.

REFERENCES:
patent: 5546452 (1996-08-01), Andrews et al.
patent: 5848143 (1998-12-01), Andrews et al.

Affiliated with

Also associated with

Rating

Automatic call distribution server for computer telephony commun does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Automatic call distribution server for computer telephony commun, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Automatic call distribution server for computer telephony commun will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-836204