Automatic call distribution network with call overflow...

Details Automatic call distribution network with call overflow... Automatic call distribution network with call overflow...

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01) H04Q 3/72 (2006.01)

Patent

CA 2118390

An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network: (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACD (12B) of at least one of tree types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating BCD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD (12B) to route the call at the destination ACD (12B).

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