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) H04M 3/58 (2006.01) H04Q 3/66 (2006.01) H04M 7/00 (2006.01)

Patent

CA 2068848

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.

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