Method of dynamic load sharing between systems with automatic te

Details Method of dynamic load sharing between systems with automatic te Method of dynamic load sharing between systems with automatic te

1997-07-07

1999-11-16

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379266, H04M 300

Patent

active

059871172

ABSTRACT:
A method of sharing a load of incoming calls to a first automatic call distribution (ACD) system with a second ACD system, comprising: establishing at each of the first and second ACD systems divert start service levels each comprising an average wait time of incoming calls before being answered of a predetermined number of incoming calls during a sample period, monitoring a local service level at each of the ACD systems, and diverting incoming calls from one of the ACD systems to the other of the ACD systems for answering thereof in the event the local service level of the one of the ACD systems is longer than its local divert start service level.

REFERENCES:
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patent: 5299259 (1994-03-01), Otto
patent: 5335268 (1994-08-01), Kelly, Jr. et al.
patent: 5450482 (1995-09-01), Chen et al.
patent: 5452350 (1995-09-01), Reynolds et al.
patent: 5524147 (1996-06-01), Bean
patent: 5592542 (1997-01-01), Honda et al.
patent: 5740238 (1998-04-01), Flockhart et al.

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