Automatic call distributor telephone service

• US 4,737,983 A
• Filed: 10/02/1985
• Issued: 04/12/1988
• Est. Priority Date: 10/02/1985
• Status: Expired due to Term

• Current Assignee: AT&T Communications Incorporated (AT&T, Inc.)
• Original Assignee: American Telephone and Telegraph Company Communications Incorporated
• Inventors: Frauenthal, James C., Moore, Thomas G., Gewirtz, William L., Weber, Roy P.
• Primary Examiner(s): Dwyer, James L.
• Application Number:
  US06/783,242
• Time in Patent Office: 923 Days
• Field of Search: 179/8 A, 179/18 B, 179/18 EA, 179/27 D, 179/9, 179/10, 179/27 DB, 179/27 C, 379/34, 379/113, 379/133, 379/211, 379/213, 379/265, 379/266, 379/297, 379/308, 379/309, 379/221, 379/223, 379/207
• US Class Current: 379/266.08
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04Q 3/0016 Arrangements providing connection between exchanges
• CPC Class Codes: H04Q 3/66 Traffic distributors

Abstract

A method of balancing traffic loads to a plurality of customer automatic l distributors (ACDs). Each ACD periodically transmits call congestion data to a central data base. Periodically, the data is automatically analyzed and resulting call routing information stored at the data base. The call routing information is queried in response to each call directed to the customer to select and ACD for routing of the call. Other signals are independently sent from the ACDs to the data base to indicate the present availability of trunks. A given call may or may not be routed to the selected ACD depending upon the status of these signals. In this case, the ACD selection process is repeated at the data base.

Claims

1. A method of balancing call loads between a plurality of automatic call distributors (ACDs) in a system further comprising

a plurality of switching offices, and

a data base,

the method comprising the steps of

repetitively accumulating data at the data base from each of the ACDs describing the present call congestion state of the ACD,

repetitively analyzing the data from all of the ACDs,

responsive to the step of analyzing, generating call routing information for the ACDs as a group, said call routing information containing representations of the percentage of calls to the ACD'"'"'s as a group that are to be routed to each individual ACD,

querying the present state of the call routing information in response to each call at the offices directed to the ACDs, and

dynamically balancing the calls between the ACD'"'"'s by routing individual ones of the calls in accordance with the percentage representations contained in the call routing information.

2. The method of claim 1 further comprising the steps of

transmitting to the data base information identifying an ACD and describing the number of available trunks at the ACD.

3. The method of claim 2 wherein the step of querying the call routing information further comprises the step of

comparing the information describing the number of available trunks at the ACD to a customer specified parameter which is less than or equal to a number of trunks to the ACD to determine if the call should be routed to the selected ACD.

4. The method of claim 3 further comprising the step of

selecting another ACD from the call routing information in response to the step of comparing.

5. The method of claim 1 further comprising the steps of

transmitting from the switching office to the data base an indication of the geographic location from which the call originated,

determining if completing the call to the selected ACD involves an intrastate or interstate call, and

selecting different telephone numbers for completing the call to the ACD according to whether the call is intrastate or interstate.

6. A method of balancing call loads between a group of automatic call distributors (ACDs) in a system comprising

a plurality of switching offices,

a data base,

first data links linking the offices and the data base,

second data links linking each of the ACDs to the data base,

the method comprising the steps of,

at each ACD,

repetitively accumulating data representative of the present ACD congestion level, and

transmitting the accumulated data to the data base,

at a switching office,

transmitting a query message containing a number identifying the ACD group to the data base in response to receipt of a call directed to the ACD group,

at the data base,

in response to the query message, determining from the present state of the congestion data from each of the ACDs a preferred ACD to which to route the call, and

transmitting a telephone number identifying the preferred ACD to the office,

wherein the step of determining a preferred ACD comprises updating a call routing table at the data base in accordance with the congestion data from each of the ACDs, the call routing table containing sequential entries each identifying one of the ACDs and in which the number of entries identifying each individual ACD in relation to the overall number of entries defines the percentage of customer calls to be directed to that ACD,

maintaining a pointer into the call routing table,

selecting the preferred ACD from the call routing table entry pointed to by the pointer in response to the query message from the switching office, and

advancing the pointer.

7. A method of balancing call loads between a plurality of automatic call distributors (ACDs) in a system further comprising

a plurality of switching offices, and

a data base,

the method comprising the steps of

repetitively accumulating data at the data base from each of the ACDs describing the present call congestion state of the ACD,

repetitively analyzing the data from all of the ACDs,

responsive to the step of analyzing, generating call routing information for the ACDs as a group in which the call routing information comprises indications of the relative percentages of calls to the group of ACDs that are to be routed to each of the individual ACDs,

said call routing information further comprising

a plurality of data records, each record identifying one of the ACDs and the total number of the records identifying the same ACD reflecting the relative percentage of calls to the group of ACDs that are to be routed to that ACD, and, in response to a call at one of the switching offices,

querying the present state of the call routing information to select a preferred ACD to which to route this call.

8. A method of balancing call loads between a group of automatic call distributors (ACDs) in a system comprising

a plurality of switching offices,

a data base,

first data links linking the offices and the data base,

second data links linking each of the ACDs to the data base,

the method comprising the steps of,

at each ACD,

repetitively accumulating data representative of the present ACD congestion level, and

transmitting the accumulated data to the data base,

at a switching office,

transmitting a query message containing a number identifying the ACD group to the data base in response to receipt of a call directed to the ACD group,

at the data base,

in response to the query message, determining from the present state of the congestion data from each of the ACDs a preferred ACD to which to route the call, and

transmitting a telephone number identifying the preferred ACD to the office,

wherein the data base includes an update processor for receiving the congestion data from each of the ACDs and for generating a call routing table by repetitively computing from the congestion data for each ACD a value representing a level of call congestion at the ACD, and

building the call routing table by rank ordering the congestion values in a prescribed manner.

9. The method of claim 8 wherein the congestion data from each ACD includes a number of occupied telephone answering positions, a number of present calls being processed by the ACD and a present average expected holding time for an arriving call.

10. The method of claim 9 wherein the step of calculating a congestion level value for each ACD further comprises the step of

computing a function V based on the number of operators S present in the ACD, the number of calls N present in the ACD and the present average holding time T of a call in the ACD.

11. The method of claim 10 further comprising the step of evaluating the formula V=T(N/(S-1)).

12. The method of claim 8 wherein the step of computing a congestion level value further comprises the steps of

computing congestion level values only for ones of the ACDs that have transmitted updated congestion data to the update processor since the last computation of congestion level values,

and the step of building the call routing table further comprises the step of

entering data into the call routing table specifying a number of calls and order to be routed to the most preferred ACD, a number of calls and order to be routed to the next most preferred ACD, and so on, all in accordance with the number of ACDs that have updated the respective congestion data since the last computation of congestion level values.

13. A method of balancing call loads between a plurality of automatic call distributors (ACDs) in a system comprising

a plurality of switching offices,

a data base,

first data links linking the offices and the data base,

second data links linking each of the ACDs to the data base,

the method comprising the steps of,

at each ACD,

repetitively accumulating data representative of the present ACD congestion level,

transmitting the accumulated data to the data base,

at the database,

repetitively analyzing the congestion data from each ACD and, in response thereto,

generating a call routing table containing indications of the relative percentage of calls that are to be routed to each ACD,

at a switching office,

transmitting a query message to the data base in response to receipt of a call directed to the ACDs.

at the data base,

in response to the query message, determining from the call routing table a preferred ACD to which to route the call, and

transmitting a telephone number identifying the preferred ACD to the switching office.

14. The method of claim 13 wherein the step of determining a preferred one of the ACDs to which to route the call further comprises the steps of

updating a call routing table at the data base in accordance with the congestion data from each of the ACDs, the call routing table containing sequential entries each identifying one of the ACDs and in which the number of entries identifying each individual ACD in relation to the overall number of entries defines the percentage of total customer calls to be directed to that ACD.

15. The method of claim 13 wherein the data base further comprises

an update processor for receiving the congestion data from each of the ACDs and for performing the step of generating a call routing table having plural entries, each identifying an individual ACD, in response thereto, the number of entries in the call routing table for each individual ACD defining the percentage of calls to be routed to that ACD.

16. The method of claim 13 wherein the step of determining a preferred one of the ACDs to which to route the call further comprises the step of

interrogating status information maintained at the data base to determine the instant availability of the preferred ACD, and, if the preferred ACD is unavailable, determining from the present state of the congestion data from each of the ACDs a next preferred ACD.