Automatic call distributor telephone service

Details Automatic call distributor telephone service Automatic call distributor telephone service

H - Electricity

04

M

344/13

H04M 3/42 (2006.01) H04M 3/523 (2006.01) H04Q 3/00 (2006.01) H04M 3/36 (2006.01) H04Q 3/66 (2006.01)

Patent

CA 1253241

- 18 - AUTOMATIC CALL DISTRIBUTOR TELEPHONE SERVICE Abstract A method of balancing traffic loads to a plurality of customer automatic call distributors (ACDs). Each ACD periodically transmits call congestion data to a central data base. Periodically, the data is automatically analyzed and resulting call routing information stored at the data base. The call routing information is queried in response to each call directed to the customer to select an ACD for routing of the call. Other signals are independently sent from the ACDs to the data base to indicate the present availability of trunks. A given call may or may not be routed to the selected ACD depending upon the status of these signals. In this case, the ACD selection process is repeated at the data base.

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