Method and apparatus for load-balancing of call processing betwe

Details Method and apparatus for load-balancing of call processing betwe Method and apparatus for load-balancing of call processing betwe

1998-12-18

2000-09-19

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379220, 379269, H04M 3523, H04M 700, H04M 300

Patent

active

061223654

ABSTRACT:
A telephone switching and routing system has a first switching apparatus for receiving incoming calls, a first processor connected to the first switching apparatus, and a plurality of destination sites each connected to the first switching apparatus by a telephony trunk, each destination site including a destination processor coupled to the first processor by a communication link separate from the telephony trunk. The first processor connected to the first switching apparatus maintains a list of incoming calls received at the first switching apparatus as a virtual queue, wherein individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request switching of calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the first switching apparatus to switch calls to the requesting destination sites. In some systems there are intermediate processors dedicated to maintaining all or portions of the virtual queue, and calls received at plural switches may be replicated in such virtual queues maintained at one or plural sites. The intermediate processors negotiate with destination processors which request (pull) calls from the queue, and the queue is maintained according to new calls received at any switch and calls switched on at any switch.

REFERENCES:
patent: 6002760 (1999-12-01), Gisby

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