Emergency call load management for call centers

Details Emergency call load management for call centers Emergency call load management for call centers

2006-03-21

2006-03-21

Escalante, Ovidio (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266070, C379S309000

Reexamination Certificate

active

07016485

ABSTRACT:
An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

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