Automatic call distribution system

• US 4,951,310 A
• Filed: 05/16/1989
• Issued: 08/21/1990
• Est. Priority Date: 05/19/1988
• Status: Expired due to Term

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Honda, Yosuke, Akazawa, Takako
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/352,501
• Time in Patent Office: 462 Days
• Field of Search: 379/266, 379/265, 379/309, 379/67, 379/88
• US Class Current: 379/266.05
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange

Abstract

An automatic call distribution system includes a network switch having a plurality of pilot extensions, a plurality of agents being split into a plurality of agent groups, trunks provided for each of the pilot extensions, and line circuits provided for each of the agents. The system also includes a memory which stores a route table provided for each of the pilot extensions. The route table defines some agent groups among the plurality of agent groups. The defined agent groups are to be connected to the related one of pilot extensions. A control circuit seeks an idle agent relating to the agent groups defined by the related one of the route tables, and establishes a route between the call and the sought idle agent through the related trunk, network switch, and line circuit.

Claims

1. An automatic call distribution system comprising:

a network switch having a plurality of pilot extensions;

a plurality of agents split into a plurality of agent groups;

trunk means, provided for each of said pilot extensions and connected to said network switch, for receiving a call terminating at a related one of said pilot extensions;

line circuit means, provided for each of said agents and connected to said network switch, for coupling a related one of said agents to said network switch;

memory means for storing a route table provided for each of said pilot extensions, said route table defining some agent groups among said plurality of agent groups to be connected to a corresponding one of said pilot extensions; and

control means, coupled to said trunk means, said network switch, said line circuit means, and said memory means, for seeking an idle agent relating to said agent groups defined by the corresponding one of said route tables and for establishing a route between said call and said sought idle agent through said trunk means, said network switch, and said line circuit means.

2. An automatic call distribution system as claimed in claim 1, wherein said route table provided for each of said pilot extensions includes information on a sequence of search of said agent groups defined in said related route table for seeking an idle agent, and said control means seeks an idle agent for every agent group in accordance to said sequence.

3. An automatic call distribution system as claimed in claim 1, wherein when said control means finds no idle agent in one of said agent groups defined in said related route table even after the lapse of a predetermined time, said control means starts to seek an idle agent in another one of said agent groups.

4. An automatic call distribution system as claimed in claim 1, wherein when said control means finds no idle agent in one of said agent groups defined in said related route table even after the lapse of a predetermined time, said control means starts to seek an idle agent in another related agent group together with the preceding search for an idle agent in said one agent group.

5. An automatic call distribution system as claimed in claim 1, wherein when said control means finds no idle agent in one of said agent groups defined in said related route table even after the lapse of a predetermined time, said control means starts to seek an idle agent in another related agent group in place of the preceding search for an idle agent in said one agent group.

6. An automatic call distribution system as claimed in claim 3, wherein said predetermined time is defined in said route table.

7. An automatic call distribution system as claimed in claim 1, further comprising revising means, connected to said memory means, for revising the contents of said route table formed in said memory means.

8. An automatic call distribution system as claimed in claim 7, wherein said revising means includes human-operative input means for inputting information relating to a change of agent groups to be searched for each of said route tables.

9. An automatic call distribution systems as claimed in claim 1, further comprising announcement providing means for providing a caller of said call with an announcement for letting the caller know that the call is being maintained, and line circuit means for connecting said announcement providing means to said network switch, wherein said control means comprises means for controlling said network switch and said line circuit means so as to connect said call to said announcement providing means when said call fails to terminate at one of the pilot extensions, and thereafter said control means starts to seek an idle agent in the agent groups defined by the corresponding one of said route tables.

10. An automatic call distribution system as claimed in claim 9, wherein said route table provided for each of said pilot extensions comprises an instruction which instructs said control means to connect said call to said announcement providing means, and wherein said control means reads said instruction from said route table and executes the same when said call terminates at one of said pilot extensions.

11. An automatic call distribution system as claimed in claim 1, further comprising music source means, connected to said network switch, for supplying the person making said call with music during the time when said control means seeks an idle agent in the agent groups defined by the corresponding one of said route tables, thereby letting said person know that the call is being maintained.

12. An automatic call distribution system as claimed in claim 11, wherein said route table provided for each of said pilot extensions comprises an instruction which instructs said control means to connect said call to said music source means, and wherein said control means reads said instruction from said route table and executes the same so as to supply said person with said music.

13. An automatic call distribution system as claimed in claim 1, wherein said control means comprises terminating call queuing means for generating a terminating call queue indicative of one or more calls which terminate at one of said pilot extensions and for detaching, from said terminating call queue, a call for which an idle agent is found, and wherein said control means seeks an idle agent for each of said one or more calls in said terminating call queue.

14. An automatic call distribution system as claimed in claim 13, wherein said terminating call queuing means generates said terminating call queue for each of said pilot extensions.

15. An automatic call distribution system as claimed in claim 13, wherein said terminating call queuing means generates said terminating call queue so that said one or more calls in said terminating call queue are coupled in series.

16. An automatic call distribution system as claimed in claim 13, wherein said terminating call queue is formed in said memory means.

17. An automatic call distribution system as claimed in claim 13, wherein said terminating call queue includes a call data buffer formed for each terminating call.

18. An automatic call distribution system as claimed in claim 17, wherein said call data buffer includes information on a terminating trunk number indicative of one of said trunks at which said call terminates, and a route table number indicative of one of said route tables relating to said terminating trunk number.

19. An automatic call distribution system as claimed in claim 15, wherein said control means includes a head address pointer indicative of one of said terminating calls located in the head of the terminating call queue, and a tail address pointer indicative of one of said terminating calls located at the tail of said terminating call queue.

20. An automatic call distribution system as claimed in claim 1, wherein said control means comprises idle agent queuing means for generating an idle agent queue indicative of one or more idle agents for each of said agent groups and for detaching, from said idle agent queue, an idle agent which becomes busy, and wherein said control means seeks an idle agent by referring to said idle agent queue for said related one of agent groups.

21. An automatic call distribution system as claimed in claim 20, wherein said terminating call queuing means generates said terminating call queue so that said one or more idle agents in said idle agent queue are coupled in series.

22. An automatic call distribution system as claimed in claim 20, wherein said idle agent queue formed for each of said agent groups is formed in said memory means.

23. An automatic call distribution system as claimed in claim 20, wherein said idle agent queue includes an idle agent buffer formed for each of said idle agents.

24. An automatic call distribution system as claimed in claim 23, wherein said idle agent buffer includes information on an agent number indicative of an idle agent in the related agent group.

25. An automatic call distribution system as claimed in claim 23, wherein said control means includes a head address pointer indicative of one of said idle agents located in the head of said idle agent queue, and a tail address pointer indicative of one of said idle agents located at the tail of said idle agent queue.

26. An automatic call distribution system as claimed in claim 1, further comprising an attendant agent connected to said network switch, wherein when no idle agent becomes available in all the related agent groups, said control means establishes a route between said terminating call and said attendant agent.

27. An automatic call distribution system as claimed in claim 26, wherein said route table formed for each of said pilot extensions includes an instruction which instructs said control means to connect said terminating call to said attendant agent.

28. An automatic call distribution system as claimed in claim 1, wherein said control means comprises a central processing unit.

29. An automatic call distribution system as claimed in claim 1, wherein each of said trunk means accommodates a plurality of telephone lines which terminate at said related one of said pilot extensions.

30. An automatic call distribution system as claimed in claim 1, wherein each of said pilot extensions corresponds to a telephone number representative of said agent groups defined in said related route table.