Automatic call distributor with prioritization

Details Automatic call distributor with prioritization Automatic call distributor with prioritization

1997-09-26

1999-01-05

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379243, 379265, 379309, H04Q 364

Patent

active

058570187

ABSTRACT:
An automatic call distributor (ACD) for routing application, external position and internal position telephone calls to one of a plurality of agents is disclosed. Priority levels of the different types of calls are selectively assigned for each individual agent and can be changed as desired. When a plurality of incoming calls having different call types are received concurrently for a particular agent, the call of the call type having the highest priority as determined for the particular agent is connected to the particular agent first.

REFERENCES:
patent: 4694483 (1987-09-01), Cheung
patent: 4757529 (1988-07-01), Glapa et al.
patent: 4953204 (1990-08-01), Cuschleg, Jr. et al.
patent: 4995075 (1991-02-01), Angiolillo-Bent et al.
patent: 5134652 (1992-07-01), Brown et al.
patent: 5546454 (1996-08-01), Harrington
patent: 5592542 (1997-01-01), Honda et al.
patent: 5715306 (1998-02-01), Sunderman et al.

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