Method and system for dynamic customized call routing

Details Method and system for dynamic customized call routing Method and system for dynamic customized call routing

1994-09-20

1996-06-25

Hofsass, Jeffery

Telephonic communications

Centralized switching system

Call distribution to operator

379207, 379112, H04M 336, H04M 700

Patent

active

055307442

ABSTRACT:
A cooperative network/premises-based automatic call distributor system and method predicts changes in automatic call distributor status between periodic updates of the measured status obtained by a Telemarketing Operations Performance Management System (TOPMS). A call directed to a telemarketing complex arrives at the network. The caller automatic number identification (ANI) and an identifying tag are forwarded via a data connection to a customer routing point. The Next Available Agent (NAA) application enables 800-service customers to control the routing of calls to multiple customer sites (ACDs) via a Customer Routing Point (CRP). This control is based on periodic updates of the status of each site provided by a Telemarketing Operations Performance Management System (TOPMS) in an Intelligent Call Processing (ICP) environment. A customized routing method is incorporated into a new CRP-based load balancing method for the NAA. The method offers flexibility to address diverse customer needs such as geographic preferences and constraints, least cost preferences, performance thresholds, and performance objectives.

REFERENCES:
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patent: 4953204 (1990-08-01), Cuschleg, Jr. et al.
patent: 5025468 (1991-06-01), Sikand et al.
patent: 5164983 (1992-11-01), Brown et al.
patent: 5335268 (1994-08-01), Kelly, Jr. et al.

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