Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1994-06-01
1996-02-27
Hofsass, Jeffery
Telephonic communications
Centralized switching system
Call distribution to operator
379266, 379216, H04M 300
Patent
active
054955238
ABSTRACT:
A method for maintaining disconnected call record events in a pending condition is provided until an available agent is acquired to service the disconnected call record event. The method includes the steps of reprioritizing the disconnected call record event to a lower priority level value and comparing the priority level value of the disconnected call record event with the priority levels of the additional pending call record events. Upon the disconnected call record event having a priority level value equal to or higher than the additional call record events, an available agent is requested and a second outbound call is placed for the previously disconnected call record event. The requested available agent is connected to the second outbound call upon an outside party answering the second outbound call.
REFERENCES:
patent: 5185782 (1993-02-01), Srinivasan
patent: 5247569 (1993-09-01), Cave
patent: 5278898 (1994-01-01), Cambray et al.
patent: 5295184 (1994-03-01), Smith et al.
patent: 5309505 (1994-05-01), Szlam et al.
patent: 5311574 (1994-05-01), Livanos
patent: 5343518 (1994-08-01), Kneipp
Curreri Anthony
Smith B. Scott
Stent Robert J.
Bourque Daniel J.
Bujold Michael J.
Davis Anthony G. M.
Davox Corporation
Dharia Parag
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