Technique for effectively processing and dynamically routing...

Details Technique for effectively processing and dynamically routing... Technique for effectively processing and dynamically routing...

H - Electricity

04

M

H04M 3/527 (2006.01) H04M 3/36 (2006.01) H04M 3/493 (2006.01) H04M 3/523 (2006.01) H04Q 3/64 (2006.01)

Patent

CA 2387102

In an arrangement where calls are directed to different call centers, each call center based on selected metric measures determines whether an incoming call is an "overflow" call to be rerouted to an alternate call center. These metric measures may include, e.g., the number of operators in the call center answering calls, the number of calls in queue to be answered, etc. Once an overflow call is identified, the call center reserves an outbound communication channel in anticipation of rerouting the call, and transmits a call rerouting request to a call routing server. In accordance with the invention, the server identifies an appropriate alternate call center for receiving the overflow call, and communicates routing information including an identity of the alternate call center to the overflow call center. The latter based on the received routing information transfers the call to the appropriate alternate call center.

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