Acd multiflow network call distribution

Details Acd multiflow network call distribution Acd multiflow network call distribution

H - Electricity

04

M

H04M 3/54 (2006.01) H04M 3/523 (2006.01) H04Q 3/64 (2006.01) H04Q 3/66 (2006.01)

Patent

CA 2069015

This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues forstoring calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site. If one of the ACD sites is not appropriately equipped with overflow queues for different sites and an appropriate program for steering calls, that ACD site can route its overflow traffic via one of the ACD sites, designated as a mother node, for distributing overflowfrom the one site to others.

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