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Call over flow address pointer method and apparatus

An address pointer and overflow technology, applied in semi-automatic systems, ISDN systems, electrical components, etc., can solve the problem of losing a lot of time

Inactive Publication Date: 2004-07-07
ROCKWELL SEMICON SYST INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Significant time may be lost searching for call records when the host is used by many ACDs

Method used

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  • Call over flow address pointer method and apparatus
  • Call over flow address pointer method and apparatus
  • Call over flow address pointer method and apparatus

Examples

Experimental program
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Embodiment Construction

[0024] figure 1 is a block diagram of an automatic call distribution (ACD) system 10 according to one embodiment of the present invention. similar to figure 1 ACDs of the type shown are commercially available from any of a number of manufacturers, such as the Spectrum Automatic Call Distribution system manufactured by Rockwell International Corp. (Seal Bench, California).

[0025] figure 2 , 7 and 8 for figure 1 Flowchart of the process of the system 10. Figure 3-6 Examples of formats that may be used for messages exchanged by system 10. To accommodate the understanding of the invention will refer to Figure 1-8 .

[0026]According to this embodiment, first, second and third internal ACD networks 11A, 11B and 11C are connected to main database computer 12 and PSTN 16. Internal networks 11A, 11B and 11C may be deployed at different geometric locations and may be interconnected to each other by appropriate interconnection dedicated ISDN lines 17, 21 (eg leased lines, v...

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PUM

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Abstract

A method and appartus are provided for identifying a call record by a source automatic call distributor (11A) to a host computer (12) of a telephone call received from a public switched telephone network (PSTN) (16) and overflowed from the source automatic call distributor (11A) to a destination automatic call distributor (11B, 11C) in a call distribution system (10) using telescripted call control. The call record is stored under a call identifier of the source automatic call distributor (11A) in a memory (28) of the host computer (12).

Description

technical field [0001] The field of the invention relates to automatic call distribution systems and more particularly to tracking calls that flood from one automatic call distributor to another. Background technique [0002] Automatic call distribution systems are well known. Such systems are typically used as a means of distributing telephone calls among agents of a group of organizations. Although the automatic call distributor (ACD) can be an independent part of the private branch exchange (PBX), often the ACD is integrated and becomes an inseparable part of the PBX. [0003] The institution often distributes a single telephone number to its customers and to the public as a means of contacting the institution. When a call is directed from the Public Switched Telephone Network (PSTN) to the institution, an automated call distribution system directs the call to its agent, usually based on likelihood, based on an algorithm. For example, when all agents are considered equ...

Claims

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Application Information

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IPC IPC(8): H04M3/00H04M3/523H04M3/60
CPCH04M2242/22H04M3/5237H04M3/523H04M2207/08H04M3/5235H04M3/42059
Inventor 安东尼·J·德宗诺罗格·A·萨姆纳詹姆斯·J·布雷拉
Owner ROCKWELL SEMICON SYST INC
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