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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
First Claim
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1. A method of balancing call loads between a plurality of automatic call distributors (ACDs) in a system further comprisinga plurality of switching offices, anda data base,the method comprising the steps ofrepetitively 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, anddynamically 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.

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