Automatic call distributor telephone service

Telephonic communications – Plural exchange network or interconnection – Connection call model

Patent

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Details

379113, 379223, 379265, H04M 700

Patent

active

047379839

ABSTRACT:
A method of balancing traffic loads to a plurality of customer automatic l distributors (ACDs). Each ACD periodically transmits call congestion data to a central data base. Periodically, the data is automatically analyzed and resulting call routing information stored at the data base. The call routing information is queried in response to each call directed to the customer to select and ACD for routing of the call. Other signals are independently sent from the ACDs to the data base to indicate the present availability of trunks. A given call may or may not be routed to the selected ACD depending upon the status of these signals. In this case, the ACD selection process is repeated at the data base.

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patent: 4669113 (1987-05-01), Ash et al.
patent: 4670899 (1987-06-01), Brady et al.

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