Ringing technique in automatic call distribution

Details Ringing technique in automatic call distribution Ringing technique in automatic call distribution

1997-11-13

2000-07-18

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379266, 379267, 379269, 379309, H04M 300

Patent

active

06091811&

ABSTRACT:
In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about to perform other, non-phone tasks. These concerns are met by a ringing technique based on rules which take into account system states which depend on whether agents are busy and whether there are calls waiting, and events such as incoming calls arriving, calls being answered, calls being terminated, and calls being abandoned. The technique is particularly suited for use in retail operations such as fast food delivery, for example.

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patent: 5844982 (1998-12-01), Knitl
patent: 5898767 (1999-04-01), Cave

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