USRE36051E - Automatic call distribution network with call overload system and method - Google Patents
Automatic call distribution network with call overload system and method Download PDFInfo
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- USRE36051E USRE36051E US08/639,300 US63930096A USRE36051E US RE36051 E USRE36051 E US RE36051E US 63930096 A US63930096 A US 63930096A US RE36051 E USRE36051 E US RE36051E
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/22—Automatic class or number identification arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42042—Notifying the called party of information on the calling party
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/72—Finding out and indicating number of calling subscriber
Definitions
- This invention relates generally to the field of automatic telephone call distribution networks and, more particularly, to such call distribution networks in which telephonic calls are sent from one automatic call distributor to another automatic call distributor through a regular public external telephonic network.
- ACDs automatic call distributors
- the automatic call distributor logically determines how the call is to be routed. The call is often directed to an agent associated with a gate at the originating ACD to service the call.
- the agent receiving the original call may not be able to properly service the customer at the external telephonic unit, thus, the call must be transferred to another agent located at another destination ACD.
- the telephonic traffic flow often exceeds the call capacity of a particular gate at the originating ACD thereby requiring a call to be overflowed to another trunk group or gate at another ACD in the network.
- the automatic call distributors in such known systems are placed at various distant locations throughout the network.
- a call transferred between automatic call distributors is done through dedicated trunks interconnecting the ACDs in the network.
- unnecessary costs are associated with installing, maintaining and operating these dedicated trunk lines between the ACDs in private automatic call distribution network.
- the Look-Ahead Interflow feature developed by American Telephone and Motorola Company establishes a connection via the public external telephonic network from one ACD to a second ACD and transfers a received call at the one ACD to the second ACD.
- the Look-Ahead Interflow feature is limited in the amount and type of data information which is carried with the telephonic call to the second ACD.
- Look-Ahead Interflow does not provide data to identify which gate the transferred call is to be routed at the receiving ACD.
- the receiving ACD must perform several time consuming processes in attempting to properly route the call.
- the Look-Ahead Interflow feature also fails to provide information relating to the number of times a call has been overflowed.
- calls can be continually transferred between numerous ACDs prior to being routed to a gate and serviced by an agent thereby increasing the amount of time to route and service an incoming call to the network.
- the Look-Ahead Interflow feature fails to supply the delay time of a call in queue at the originating ACD when transferring the call to another ACD. Consequently, the total delay time for overflow calls cannot be ascertained. In such case, it is not possible to accurately evaluate the overall performance of an automatic call distribution network. For example, a call may have a delay time of fifteen seconds at an originating ACD and an additional five second delay after being overflowed to another or destination ACD. In such known networks, the system administrator at the destination ACD is only aware of the five second delay time and not the twenty second total delay time, and thus calls at the destination ACD are not able to be efficiently routed.
- the Look-Ahead Interflow feature disadvantageously fails to send Automatic Number Identification (ANI) information with an overflowed call and thus limits the information available for the receiving or destination ACD to effectively route the overflowed call and to trigger various optional features of the system such as announcements, screen displays, etc.
- ANI Automatic Number Identification
- an automatic call distribution network having means for transferring a call received at an originating ACD to a destination ACD through an external telephonic network with a call overflow system, comprising means at the originating ACD to compile data related to an overflow call to be transmitted through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed (b) identification of the originating ACD (c) a time information relating to a time the overflow call was in a queue at the originating ACD (d) an ANI number representation of a telephone number of the call received at the originating ACD and (e) a priority level of the overflow call and means at the originating ACD for sending the compiled data to the destination ACD to route the overflow call at the destination ACD.
- This object is also achieved by providing in an automatic call distribution network having an originating ACD and a destination ACD both interrelated through an external telephonic network with a method of transferring an overflow call comprising the steps of (1) compiling data at the originating ACD relating to an overflow call to be transferred through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed (b) identification of the originating ACD (c) a time information relating to a time the overflow call was in a queue at the originating ACD (d) an ANI number representation of the telephone number of the call received at the originating ACD and (e) a priority level of the overflow call and (2) sending the compiled data from the originating to the destination ACD to route the overflow call at the destination ACD.
- FIG. 1 is a functional block diagram of the preferred embodiment of the automatic call distribution network of the present invention as interconnected with a known external telephonic network of external telephonic units;
- FIG. 2 shows the format of the preferred embodiment of the information element data packet of the present invention.
- FIG. 3 is a flow chart of the preferred steps of transferring an overflow call from an originating ACD to a destination ACD through the external telephonic network in the automatic call distribution network of FIG. 1.
- automatic call distribution network 10 is shown having automatic call distributors (ACDs) 12A, 12B and 12C.
- Originating automatic call distributor 12A has multiport switch 14A controlled by a central processing unit 16A in conjunction with main memory 18A for distributing telephonic calls to internal telephonic units 20A received from external telephonic units 22 through external telephonic network 24.
- the originating automatic call distributor 12A receiving a call from a customer at an external telephonic unit 22 routes the call to a gate 26A at which one or more agents stationed at internal telephonic units 20A service the call.
- the originating automatic call distributor 12A transfers or overflows received calls through the public external telephonic network 24 upon meeting a specified overflow criteria to a selected destination automatic call distributor 12B in the ACD network 10.
- the destination ACD 12B receives the overflow call sent from the originating ACD 12A via the public network 24 at multiport switch 14B controlled by central processing unit 16B in conjunction with main memory 18B, and routes the call to a gate 26B representing one or more internal telephonic units 20B, if a predetermined overflow criteria (i.e. call is idle for predetermined period of time, all internal telephonic units for a particular gate are busy, etc.) are met.
- Telephonic calls received at the originating ACD 12A and the destination ACD 12B are routed to corresponding internal telephonic units 20A and 29B over lines 31A and 31B, respectively. Agents stationed at the internal telephonic units 20B of the destination automatic call distributor 12B service the received call.
- the originating ACD 12A alternatively transfers the call to another ACD 12C specified by a system administrator at a system administration unit 21A for servicing of the call.
- the telephonic call is prevented from being transferred back to the originating ACD 12A when being overflowed from the destination ACD 12B.
- Telephonic calls are transferred through a regular public external telephonic network 24 in utilizing a virtual private network service type.
- the telephonic call overflow system of the present invention can be implemented in automatic call distribution networks having a plurality of automatic call distributors, it is preferably employed in an automatic call distribution network having call distributors of the type shown in patent application U.S. Ser. No.
- the central processing unit 16A of the originating ACD 12A compiles data in an information element data packet 34, FIG. 2, and sends this data along with the overflow call to the destination ACD 12B, FIG. 1.
- the data contained in the information element 34, FIG. 2 enables the destination ACD 12B, FIG. 1, to efficiently route the overflow call and provides information to trigger the central processing unit 12B to perform various features at the destination ACD 12B such as announcements of agents at internal telephonic units 20B, announcements to customers calling from external telephonic units 22 screen displays of data at the internal telephonic units, prioritization of call routing and network call handling reports.
- the data carried with the overflow call is shown in greater detail in FIG. 2.
- DNIS Dialed Number Identification Service
- ANI Automatic Number Identification
- the transferring of an overflow call with the data in the information element on the present invention is used in an Integrated Services Digital Network (ISDN) environment.
- ISDN is a worldwide telecommunication service that uses digital transmission and switching technology to support voice and digital data transmission.
- the international standards for ISDN based telephonic equipment originated by the Comite Consultatif Internationale de Brassique et Brassique (International Brass and Telephone Consultive Committee or CCITT.
- the automatic call distributors 12A, 12B and 12C of the present invention use standard ISDN Primary Rate Interface (PRI) protocol. In North America, the PRI provides 23 B+D signaling at 1.544 megabits per second.
- PRI ISDN Primary Rate Interface
- the "B” stands for Bearer channel which carries 64,000 bits per second of Pulse code modulation (PCM) digital voice or data.
- the “D” refers to the Data channel which is used to carry control signals and call information data in a packet switched mode. In the PRI, the "D" channel runs at 64,000 bits per second and provides the signaling information for each of the twenty-three bearer channels.
- Layer one is the physical layer and provides the standards to physically interconnect telephonic equipment of different ISDN vendors.
- Layer two is the data layer and provides a software interface into layer one. Layer two handles the transmission of data between telephone equipment and a telephonic switching system and management of all message error detection and correction.
- Layer three is the application layer in which call control messages are generated and interpreted.
- the format of the preferred information element data packet 34 is shown with the call information carried on the "D" channel in response to the sending or overflowing of a telephonic call from the originating ACD 12A, FIG. 1, to the destination ACD 12B.
- the information element 34 is a variable length byte data packet having eight bits per byte.
- the information element data packet 34 is included as part of a SETUP message when an overflow call is initiated between the originating switch 14A and the destination switch 14B.
- the information element contains information which the destination ACD 12B uses to route the call to determine acceptance of the call and to trigger the sending of data to internal telephonic units 12B servicing the overflow call.
- Information identifying the information element data packet is inserted in byte one 36, FIG. 2.
- the information in byte one 36 identifies to the central processing unit 16B, FIG. 1, of the destination ACD 12B that the received data packet is an ISDN user-to-user information element 34.
- the ISDN user-to-user identifier information 36, FIG. 2 further informs the public external telephonic network 24, FIG. 1, that the data contained in the information element 34 concerns the private ACD network 10 and the public external telephonic network sends the information element data packet to the destination ACD.
- Byte two 38 contains the length of the information element data packet 34.
- the ISDN overflow identifier is in byte three 40.
- Byte four 42 provides the gate application number.
- the gate application data in byte 42 is the identification data of a selected gate 26B, FIG. 1, of the destination ACD 12B to which the overflow call is to be routed.
- a supervisor or system administrator enters a specified gate number at a system administration unit terminal 21A to provide the central processing unit 16A at the originating ACD 12A the selected gate 26B at the destination ACD 12B to which an overflowed call from a gate 26A of the originating ACD is to be routed. This allows the system administrator at the originating ACD 12A to determine the routing of an overflow call received at a destination ACD 12B.
- the central processing unit 16B of the destination ACD 12B connects the overflow call to a line 31B associated with the specified gate.
- the overflow call is thereby serviced at an internal telephonic unit 20B associated with the identified gate 20B.
- the destination ACD 12B routes the received overflow call as it normally routes the incoming ISDN calls from the external telephonic network 24.
- the routing of an overflow call not containing information relating to the identification of a selected gate 26B in byte four 42 of the information element 34 is based on DNIS digits, ANI digits or a default gate at the destination ACD.
- the system administration unit 21A selectively allows or prevents the sending of data identifying a selected gate 26B for the routing of a call received at the destination ACD 12B from the originating ACD.
- the present invention allows for flexibility in the routing of overflow calls in that either the originating ACD 12A or the destination ACD 12B selectively dictate how an overflow call is routed at the destination ACD.
- the central processing unit 16A of the originating ACD 12A receiving the call made from an external telephonic unit 22 maintains a record of the amount of time in which a received call is in queue waiting to be answered at the originating ACD.
- the central processing unit 16A compares the time of receipt of a call received from an external telephonic unit 22 with the time in which the call is overflowed to determine the delay time in queue for the call.
- the delay time of the calling party from the external telephonic unit is carried in the information element data packet 34 with an overflow call transferred from the originating ACD 12A to the destination ACD 12B.
- the delay time information received at the destination ACD 12B is used to evaluate the call handling performance throughout the ACD network 10.
- the central processing unit 16B at the destination ACD 12B determines a total delay time of the overflow call by adding the delay time data received in the information element 34, FIG. 2, with the delay time the call is in queue at the destination ACD.
- the central processing unit 16B at the destination ACD 12B routes calls having a longer delay time in queue to an internal telephonic unit 20B before another call having a shorter delay time.
- call type identification signals which are transferred with the call to the originating ACD 12A originally receiving the call.
- call type identification signals preferably are Dialed Number Identification Service (DNIS) digits or Automatic Number Identification (ANI) digits which are associated with different types of calls.
- DNIS Dialed Number Identification Service
- ANI Automatic Number Identification
- the DNIS digits or ANI digits, or both are carried concurrently with the telephonic call from the external telephonic network 24 to the originating ACD 12A.
- the DNIS digits or ANI digits, or both, are further carried with the telephonic call which is overflowed from the originating ACD 12A originally receiving the call to the destination ACD 12B receiving the overflow call.
- the DNIS digits of the originating call received from an external telephonic unit 22, FIG. 1, are located in bytes seven and eight 46, FIG. 2.
- Byte nine 48 of the information element 34 contains the data for the total number of ANI digits associated with the particular type of overflow call being sent to the destination ACD 12B.
- Bytes nine A through nine E 50 contain the ANI digits which represent the telephone number of the external telephonic unit 22 generating a call received at the originating ACD 12A and transferred as an overflow call to the destination ACD 12B.
- the ANI digits 50 are carried in the information element data packet 34 with the overflow call from the originating switch 14A and received at the destination switch 14B.
- the central processing unit 16B at the destination ACD 12B selectively uses the digital ANI information 50 for routing of the received overflow call to a designated gate 26B and in turn, to an internal telephonic unit 20B to service the call.
- the ANI information received at the destination ACD 12B also triggers the central processing unit 16B to send information and execute various applications at the internal telephonic units 20B. These applications include but are not limited to the playing of personal announcements regarding the type of incoming call to agents stationed at the internal telephonic units, displaying data regarding the call at agent terminals at the internal telephonic units and playing recorded messages to customers calling form the external telephonic unit.
- Information regarding the identification of the site of the originating ACD 12A, FIG. 1, is located in byte ten 52, FIG. 2 of the information element data packet 34.
- the data identifying the originating ACD 12A in byte ten 52 informs the central processing unit 16B of the destination ACD 12B as to the location of the automatic call distributor in the network 10 which transferred the overflow call.
- the central processing unit 16B of the destination ACD determines the origin of the received overflow call.
- the originating ACD site information 52 is used by the central processing unit 16B of the destination ACD 12B to track data relating to the call received at the originating ACD 12A.
- the information identifying the originating ACD is particularly useful in an ACD Network 10 in which data is accessed from a common data base by the originating ACD 12A and the destination ACD 12B.
- Byte twelve 56 contains information regarding the priority of the overflow call.
- Calls from the external telephonic units 22 of the external network 24 received at the originating ACD 12A are categorized into different priority levels.
- the system administrator at the system administration unit 21A inserts into the memory 18A of the originating ACD 12A the various priority levels for various calls received at the switch 14A. Preferably, calls assigned to higher priority levels are routed to internal telephonic units sooner than calls having a lower priority level.
- the priority level assigned to a particular call is inserted into byte twelve 56, FIG. 2, of the information element 34 in response to the call being overflowed to a destination ACD 12B.
- the assigned priority level 56 of the overflow call informs the destination ACD 12B of the categorized priority level of the call.
- the central processing unit 16B places the received call in the appropriate level within a queue to properly service the overflow call at the destination ACD 12B.
- the call information in the data packet 34 allows for flexibility in routing and efficient management of the call
- the implementation of ISDN standards ensures the sending of telephonic calls with associated call information between multiple ACDs 12A, 12B and 12C using PRI D-channels and B-channels through the public external telephonic network 24.
- This provides for a call overflow system 32 without the cost of dedicated D-channels and B-channels over tie lines between the call distributors.
- the use of ISDN messages to overflow a call allows specific information associated with the call to be sent from the originating ACD 12A to the destination ACD 12B.
- a telephonic call is received at the switch 14A of the originating ACD 12A from an external telephonic unit 22 through the public network 24.
- the central processing unit 16A determines which gate 26A the call is to be routed.
- the memory 18A of the central processing unit 16A contains the predetermined criteria used for determining the overflow of a call to a destination ACD 12B.
- an ISDN route is used to select an idle ISDN B-channel utilizing a T-1 span line 28 to carry the call through the public external telephonic network 24.
- the central processing unit 16A of the originating ACD 12A allocates an ISDN B-channel on the T-1 span line 28 for the transferring of the overflow call to the destination ACD 12B.
- the call received at the originating multiport switch 14A is selected for overflow to the destination multiport switch 14B of the destination ACD 12B.
- a gate server or internal telephonic unit 20A is a device capable of answering a call directed to an associated gate 26A.
- the gate server devices are assigned to a gate 26A through primary, secondary or tertiary assignments.
- gate servers 20A, 20B include but are not limited to: agent telephonic units in which agents service received calls, voice response units, automatic response units and gate private branch exchanges.
- the SETUP message is an ISDN layer three message used to indicate call establishment.
- the SETUP message contains the information element data packet 34, FIG. 2, providing the specific call routing and feature triggering information associated with the overflow call to the destination ACD 12B, FIG. 1.
- the central processing unit 14B of the destination ACD 12B determines how to route the received overflow call.
- the order of precedence for routing the call at the destination ACD 12B is as follows:
- a gate number 42, FIG. 2 is carried with the information element data packet 34, the destination ACD 12B, FIG. 1, routes the call to the identified gate 26B.
- the destination ACD 12B, FIG. 1 attempts to route the call based upon the DNIS 46 or ANI numbers 50 in the information element data packet 34. If neither DNIS nor ANI are supplied, then default routing is performed. If the DNIS number 46 is invalid, DNIS default gate routing, if implemented, is performed. If the DNIS number 46 is invalid and DNIS default gate routing is not implemented, the overflow call is rejected.
- a gate number 42 is not supplied to the information element 34 and no DNIS number 46 appears in the information element data packet, but an ANI number 50 does appear in the information element, then the call is routed based on its associated ANI number.
- the ANI and DNIS numbers contained in the information element 34 are used for other features requiring ANI or DNIS information.
- an ALERTing message is sent to the originating ACD 12A.
- the originating ACD 12A logs an Overflow Outcall Accepted in the Gate Overflow and Trunk information-Group records in its associated memory 18A.
- a CONNect message is propagated to the originating ACD 12A.
- the gate queue entry is deleted and connected to the outgoing B-channel selected for the overflow.
- the caller at the external telephonic unit 22 and the gate server 20B have a two-way connection, and the overflow attempt is successfully completed.
- An overflow out-call handled is logged in the gate overflow record at the originating ACD memory 18A, while an overflow in-call handled is logged in the trunk information-group and gate records at the destination ACD memory 18B.
- An ISDN overflow in-call handled and delay time to overflow for handled calls are also logged in the destination ACD memory 18B.
- the method can be practiced with any other automatic call distribution networks having means for transferring a call received at an originating automatic call distributor (ACD) to a destination automatic call distributor through an external telephonic network.
- ACD originating automatic call distributor
- the preferred method of practicing the invention comprises the steps of (1) compiling data at the originating ACD relating to an overflow call through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed (b) identification of the originating ACD (c) a time relating to a time the overflow call was in a queue at the originating ACD (d) an ANI number representation of a telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and (2) sending the compiled data from the originating to the destination ACD to route the overflow call at the destination ACD.
- the method of overflowing a call from an originating ACD 12A to a destination ACD 12B via the public external telephonic network 24 is done in the call overflow system 32 at step 100 by the originating ACD receiving a telephonic call from an external telephonic unit 22, FIG. 1, through the external telephonic network.
- the central processing unit 16A, FIG. 1, for the originating ACD 12A receiving the call from the external telephonic unit 22 determines if the overflow criteria have been met for a gate 26A at the originating ACD.
- the originating ACD 12A While determining if the overflow criteria have been met, the originating ACD 12A also selects an ISDN route on a trunk line 28 and an attempt is made to allocate an ISDN B-channel for the overflow call. If the overflow criteria is not met, in step 104, FIG. 3, the central processing unit 16B attempts another overflow after 500 milliseconds. If the overflow criteria are met, then in step 106 the originating ACD 12A selects a telephonic call in the queue for the specified gate 26A, FIG. 1, for transfer to the destination ACD 12B.
- a telephonic call is not selected for overflow to the multiport switch 14B of the destination ACD 12B, then the originating ACD 12A repeatedly attempts to overflow a call every 500 milliseconds in step 104, FIG. 3. If the telephonic call received at the originating ACD 12A is selected for overflow, then in step 108 the originating ACD transmits a SETUP message containing the information element data packet 34, FIG. 2, to the destination ACD 12B via the public external telephonic network 24. The telephonic call is selected for overflow to a destination ACD 12B based on the criteria set for establishing overflow calls. Preferably, the criteria as based on the delay time of calls received from an external telephonic unit that is placed in a queue at the originating ACD 12A along with the number of calls currently overflowed and accepted to a destination ACD 12B.
- step 106 FIG. 3, once the originating ACD 12A, FIG. 1, selects an ISDN B-channel for the overflow of the call to the destination ACD 12B and the telephonic call awaiting answer by a gate server 20A is selected for overflow service, the originating ACD 12A sends a SETUP message in step 108 over a D-channel, through the public network 24 to a specified destination ACD 12B.
- the information element 34, FIG. 2, received at the destination ACD 12B, FIG. 1, as part of the SETUP message serves as an indication to the destination ACD 12B that the received call is an overflow call transferred from an originating ACD 12A as opposed to a call directly connected through the public network 24 from an external telephonic unit 22, FIG. 1.
- the destination ACD 12B receives the SETUP message with the information element data packet 34, FIG. 2.
- the destination ACD 12B determines if a call can be accepted.
- the central processing unit 16B of the destination ACD 12B determines the acceptance of the overflow call based on acceptance criteria which are (1) the call time in queue, in that the maximum delay in queue is greater than a specified threshold criteria, and (2) if the number of accepted overflow calls is less than the specified call limit, then the overflow call is accepted at the destination ACD. If a call cannot be accepted, then in step 118, FIG. 3, the destination ACD 12B, FIG. 1, sends a RELease COMPlete message through the public network 24 to the originating ACD 12A.
- the RELease COMPlete message is an ISDN layer three message which indicates that the destination ACD 12B released the B-channel and call reference and the B-channel is available for use.
- the originating ACD 12A receives the RELease COMPlete message and the telephonic call is placed back in queue at the originating ACD.
- the destination ACD 12B responds by sending an ALERTing message to the originating ACD 12A in step 124 and inserts the call in the queue for the specified gate 26B at the destination ACD.
- the ALERTing message is an ISDN layer three message sent by the destination ACD 12B to the public network 24 and by the public network to indicate that a called user alerting has been initiated.
- the overflow call to the destination ACD 12B is logged as "accepted" at the originating ACD 12A.
- a CONNect message is an ISDN layer three message indicating the answer of a call by an ACD.
- the CONNect message is sent from the destination ACD 12B in step 130 through the public external telephonic network 24 to the originating ACD 12A.
- the originating ACD 12A connects the telephonic call from the external telephonic unit 22, FIG. 1, to an outgoing ISDN B-channel.
- step 134 the originating ACD 12A sends a CONNect ACKnowledge message to the public external telephonic network 24 to confirm the internal telephonic unit 20B has received the connected call.
- a CONNect ACKnowledge message is an ISDN layer three message sent by the ACD network 10 to the external telephonic unit 22 via the public external telephonic network 24 to confirm that the internal telephonic unit 20B has received the connected call.
- a two way voice communication path is established in step 136, FIG.
- FIG. 3 illustrates the process of completing an overflow call with the associated information element data packet between the originating ACD and the destination ACD, the same procedural steps are implemented upon transferring an overflow call again from the originating ACD to any number of other ACDs in the automatic call distribution network.
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Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
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US08/639,300 USRE36051E (en) | 1993-10-27 | 1996-04-24 | Automatic call distribution network with call overload system and method |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
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US08/144,170 US5384841A (en) | 1993-10-27 | 1993-10-27 | Automatic call distribution network with call overload system and method |
US08/639,300 USRE36051E (en) | 1993-10-27 | 1996-04-24 | Automatic call distribution network with call overload system and method |
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US08/144,170 Reissue US5384841A (en) | 1993-10-27 | 1993-10-27 | Automatic call distribution network with call overload system and method |
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USRE36051E true USRE36051E (en) | 1999-01-19 |
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US08/144,170 Ceased US5384841A (en) | 1993-10-27 | 1993-10-27 | Automatic call distribution network with call overload system and method |
US08/639,300 Expired - Lifetime USRE36051E (en) | 1993-10-27 | 1996-04-24 | Automatic call distribution network with call overload system and method |
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US6381329B1 (en) * | 1998-06-19 | 2002-04-30 | Telera | Point-of-presence call center management system |
US6295354B1 (en) * | 1998-06-26 | 2001-09-25 | Rockwell Semiconductor Systems, Inc. | Method for incoming call answering for automatic call distributors |
US6614885B2 (en) * | 1998-08-14 | 2003-09-02 | Intervoice Limited Partnership | System and method for operating a highly distributed interactive voice response system |
US20030198321A1 (en) * | 1998-08-14 | 2003-10-23 | Polcyn Michael J. | System and method for operating a highly distributed interactive voice response system |
US7012996B2 (en) | 1998-08-14 | 2006-03-14 | Intervoice Limited Partnership | System and method for operating a highly distributed interactive voice response system |
US6324276B1 (en) | 1999-02-12 | 2001-11-27 | Telera, Inc. | Point-of-presence call center management system |
US20020006193A1 (en) * | 2000-07-11 | 2002-01-17 | Austin Logistics Incorporated | Method and system for distributing out bound telephone calls |
US7142662B2 (en) * | 2000-07-11 | 2006-11-28 | Austin Logistics Incorporated | Method and system for distributing outbound telephone calls |
US20020106966A1 (en) * | 2001-02-08 | 2002-08-08 | Oscar Jimenez | Radio-controlled toy blimp with infrared beam weapons for staging a gun battle |
US20080165946A1 (en) * | 2001-03-05 | 2008-07-10 | Sbc Properties, L.P. | Direct Route ISDN Primary Route Interface |
US7406165B2 (en) | 2001-03-05 | 2008-07-29 | Sbc Properties, L.P. | Direct route ISDN primary route interface |
US8670547B2 (en) | 2001-03-05 | 2014-03-11 | At&T Intellectual Property I, L.P. | Direct route ISDN primary route interface |
Also Published As
Publication number | Publication date |
---|---|
CA2118390C (en) | 2000-02-29 |
GB9421373D0 (en) | 1994-12-07 |
GB2283390A (en) | 1995-05-03 |
GB2283390B (en) | 1998-07-22 |
US5384841A (en) | 1995-01-24 |
DE4438466A1 (en) | 1995-05-04 |
CA2118390A1 (en) | 1995-04-28 |
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