Overflow and diversion to a foreign switch

Patent 4400587 Issued on August 23, 1983. Estimated Expiration Date:

August 25, 2001. Estimated Expiration Date is calculated based on simple USPTO term provisions. It does not account for terminal disclaimers, term adjustments, failure to pay maintenance fees, or other factors which might affect the term of a patent.

Abstract Claims Description Full Text

Patent References

Automatic call distribution system
Patent #: 4048452
Issued on: 09/13/1977
Inventor: Oehring, et al.

Position access preference method
Patent #: 4145578
Issued on: 03/20/1979
Inventor: Orriss

Finite storage-time queue
Patent #: 4163124
Issued on: 07/31/1979
Inventor: Jolissaint

Integrated automatic call distribution facility and PBX system Patent #: 4289934
Issued on: 09/15/1981
Inventor: Pitroda , et al.

Inventors

Assignee

Rockwell International Corporation

Application

No. 06/296033 filed on 08/25/1981

US Classes:

379/112.05, Optimization network configuration379/221.01, Alternate routing379/266.04Overflow (e.g., queue-to-queue, ACD-to-ACD)

Examiners

Primary: Brown, Thomas W.

Attorney, Agent or Firm

International Classes

H04Q 11/04 (20060101)
H04M 3/50 (20060101)
H04M 3/523 (20060101)

Abstract

A method of overflow and diversion re-routing is disclosed for use in an automatic call distributor system of the type in which an incoming call is assigned to an original gate, that is, a group of agents, but in selected circumstances the call is to be re-routed from the original gate. The ACD system is assumed to be connected to telephone network trunks and possibly one or more dedicated trunks. the method of the present invention has the capability of re-routing excess calls to other destinations, including other switches accessible only by the telephone network trunks. The method includes sending a dialed network number on the telephone network trunks, preferably after making sure that there is a trunk suitable for said destination, which is idle. If there is not one available, even for an alternate re-route destination, then the call is entered in a queue for access to the originally assigned gate.