System and method for monitoring calls parked on an automatic ca

Details System and method for monitoring calls parked on an automatic ca System and method for monitoring calls parked on an automatic ca

1997-02-26

1999-10-19

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379266, 379309, 379219, H04M 300, H04M 700

Patent

active

059701340

ABSTRACT:
System and method for monitoring calls parked on one or more automatic call distributors (ACDs). Calls parked on an ACD are monitored through the use of a call park server that maintains a relational database. The relational database includes a call-leg information table and a method table. The call-leg information table is used to track and maintain the status of each call-leg parked on an ACD. The method table includes pre-determined methods that can be executed in response to a change in status of the parked call-legs. The method table provides a suite of methods that can be selected by a parking facility, for example, an automated response unit or an operator console, to be applied to the parked call-leg when particular events occur.

REFERENCES:
patent: 5271058 (1993-12-01), Andrews et al.
patent: 5299260 (1994-03-01), Shaio
patent: 5528678 (1996-06-01), Kaplan
patent: 5590186 (1996-12-01), Liao et al.
patent: 5703935 (1997-12-01), Raissyan et al.

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