Method for forming a virtual call center

Details Method for forming a virtual call center Method for forming a virtual call center

1995-02-02

1996-06-04

Hofsass, Jeffery

Telephonic communications

Centralized switching system

Call distribution to operator

379211, 379212, 379221, 379266, 379309, H04Q 364

Patent

active

055241476

ABSTRACT:
A virtual call center is formed by use of real-time insertion of call-listing requests of new phone calls into existing calls-waiting lists of several ACDs according to time information such as the global age of the calls. Each ACD normally lists the calls by the local age, so the inserted requests can receive priority over calls listed only locally. A network of connected ACDs allows the calls to be answered by any available service agent in the order in which the phone calls were received by any ACD anywhere in the network of connected ACDs.

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