Distributing calls over serving centers of a large customer

Details Distributing calls over serving centers of a large customer Distributing calls over serving centers of a large customer

1991-09-27

1994-03-29

Dwyer, James L.

Telephonic communications

Plural exchange network or interconnection

Connection call model

379113, 379207, 379212, 379266, H04M 700, H04M 1500, H04M 342, H04Q 364

Patent

active

052992594

ABSTRACT:
This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site. If one of the ACD sites is not appropriately equipped with overflow queues for different sites and an appropriate program for steering calls, that ACD site can route its overflow traffic via one of the ACD sites, designated as a mother node, for distributing overflow from the one site to others.

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"5ESS.RTM. Switch ACD/MIS, Telemarketing Services Application Guide", AT&T Network Systems, Aug. 1990, pp. 15, 16 and 54-58.
W. Ulrich et al., "Translations in the No. 1 Electronic Switching System", The Bell System Technical Journal, vol. 43, No. 5, Part 2, Sep. 1964, pp. 2533-2573.

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