Call over flow address pointer method and apparatus
Patent Information
- Authority / Receiving Office
- CN · China
- Current Assignee / Owner
- ROCKWELL SEMICON SYST INC
- Publication Date
- 2004-07-07
- Estimated Expiration
- Not applicable · inactive patent
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Abstract
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...