×

EMERGENCY CALL LOAD MANAGEMENT FOR CALL CENTERS

  • US 20020054670A1
  • Filed: 11/12/1999
  • Published: 05/09/2002
  • Est. Priority Date: 08/03/1998
  • Status: Active Grant
First Claim
Patent Images

1. A network-level call load-handling system, comprising:

  • a switching apparatus in the network adapted for routing incoming calls; and

    an interactive voice-response (IVR) selective routing unit connected to the switching apparatus, and adapted for processing selected calls;

    wherein selected calls are diverted to the IVR unit for negotiation with the calling party, and diverted calls are forwarded, blocked, delayed, or otherwise selectively processed by specific programmed rules.

View all claims
  • 7 Assignments
Timeline View
Assignment View
    ×
    ×