Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1989-10-17
1990-08-28
Schreyer, Stafford D.
Telephonic communications
Centralized switching system
Call distribution to operator
379309, 379374, H04Q 364, H04M 342
Patent
active
049532049
ABSTRACT:
This invention relates to methods and apparatus for queuing calls to a multilocation service provider having a plurality of automatic call distributors (ACDs). If all circuits to the ACDs are unavailable, a call is queued in one of a plurality of queues. One or more of these queues will allow call completion to any ACD of the service provider as soon as an agent of that ACD becomes available. Advantageously, the average waiting time for customers to that service provider is reduced, thereby improving service. In accordance with one feature of the system, the caller can select one of a plurality of choices of music on hold as offered by the service provider.
REFERENCES:
patent: 2922847 (1960-01-01), Dunning
patent: 3297829 (1967-01-01), Germanton
patent: 4048452 (1977-09-01), Oehring et al.
patent: 4757267 (1988-07-01), Riskin
Cuschleg, Jr. Robert F.
Freeman Brian D.
Kelly Kevin B.
Patti Philip J.
Perinelli Anthony J.
AT&T Bell Laboratories
Schreyer Stafford D.
Ulrich Werner
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