H - Electricity – 04 – Q
Patent
H - Electricity
04
Q
H04Q 3/66 (2006.01) H04M 3/523 (2006.01) H04M 3/54 (2006.01) H04M 7/12 (2006.01)
Patent
CA 2232331
A method of sharing a load of incoming calls to a first automatic call distribution (ACD) system with a second ACD system, comprising: establishing at each of the first and second ACD systems divert start service levels each comprising an average wait time of incoming calls before being answered of a predetermined number of incoming calls during a sample period, monitoring a local service level at each of the ACD systems, and diverting incoming calls from one of the ACD systems to the other of the ACD systems for answering thereof in the event the local service level of the one of the ACD systems is longer than its local divert start service level.
Méthode de répartition d'appels d'arrivée entre un premier distributeur automatique d'appels (ACD) et un second ACD. La méthode consiste à déterminer, pour le premier et le second distributeurs, le temps de réponse comprenant une période d'attente moyenne pour un nombre prédéterminé d'appels d'arrivée pendant une période échantillon, à surveiller le temps de réponse de chacun des ACD, et à réacheminer les appels d'arrivée d'un ACD à l'autre ACD si le temps de réponse du service local d'un des ACD est plus long que le temps de réacheminement du service local.
Mcneil Douglas
Pequegnat Steven P.
Mitel Corporation
Mitel Networks Corporation
Shapiro Cohen
LandOfFree
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