Automatic call distribution network with call overload system and method

• US 5,384,841 A
• Filed: 10/27/1993
• Issued: 01/24/1995
• Est. Priority Date: 10/27/1993
• Status: Expired

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Adams, David J., Culp, Christopher G., Harbuziuk, Wayne L.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/144,170
• Time in Patent Office: 454 Days
• Field of Search: 379/265, 379/266, 379/225, 379/220, 379/221, 379/210, 379/211, 379/212, 379/207, 379/93, 379/94, 379/95, 379/45, 379/309
• US Class Current: 379/266.04
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACD (12B) of at least one of the types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating ACD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD ( 12B) to route the call at the destination ACD (12B).

Claims

1. In an automatic call distribution network having means for transferring a call received at a originated ACD to a destination ACD through an external telephonic network, the improvement being a call overflow system, comprising:

means at the originating ACD to compile data relating to an overflow call to be transmitted through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number (b) identification of the originating ACD (c) a time information relating to a time the overflow call was in a queue at the originating ACD (d) an ANI number representation of a telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and

means at the originating ACD for sending the compiled data in a SETUP message with the overflow call in an ISDN network to the destination ACD to route the overflow call at the destination ACD.

2. The automatic call distribution network of claim 1 in which all types of information (a), (b), (c), (d) and (e) are included in the data.

3. The automatic call distribution network of claim 1 including means at the originating ACD for selectively preventing the sending of data including information relating to identification of the selected gate of the destination ACD to which the overflow call is to be routed.

4. The automatic call distribution network of claim 1 in which the data is sent to a destination ACD in which includes means responsive to identification of the selected gate in the data received from the originating ACD to connect the overflow call to a line associated with said gate.

5. The automatic call distribution network of claim 1 in which the destination ACD responds to identification of the originating ACD in the data received from the originating ACD to track data relating to the call received at the originating ACD.

6. The automatic call distribution network of claim 1 in which the time information relating to the overflow call is delay time in which the overflow call was in queue at the originating ACD.

7. The automatic call distribution network of claim 6 in which the destination ACD responds to the call at the originating ACD in the data received from the originating ACD to determine a total delay time of the overflow call.

8. The automatic call distribution network of claim 1 in which the destination ACD responds to the ANI number representation in the data received from the originating ACD to send information relating to the identified type of overflow call received at the destination ACD to an internal telephonic unit at the destination ACD.

9. The automatic call distribution network of claim 1 in which the destination ACD responds to receipt of the priority level for placing the overflow call in a queue at the destination ACD in accordance with the assigned priority level of the call.

10. The automatic call distribution network of claim 1 including means at the originating ACD for transferring the overflow call to another ACD in response to the destination ACD not accepting the overflow call from the originating ACD.

11. In an automatic call distribution network having a originating ACD and a destination ACD both interrelated through an external telephonic network, improvement being a method of transferring an overflow call, comprising the steps of:

compiling data at the originating ACD relating to an overflow call to be transferred through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selective gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number, (b) identification of the originating ACD, (c) a time information relating to a time the overflow call was in a queue at the originating ACD, (d) an ANI number representation of the telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and

sending the compiled data in a SETUP message with the overflow call in an ISDN network from the originating to the destination ACD to route the overflow call at the destination ACD.

12. The method of claim 11 including the step of selectively preventing the sending of data including information relating to identification of the selected gate of the destination ACD to which the call is to be routed.

13. The method of claim 11 including the step of connecting the overflow call to a line associated with the selected gate at the destination ACD in response to receipt of the identification of the selected gate in the data received from the originating ACD.

14. The method of claim 11 including the step of tracking data relating to the call originally received at the originating ACD in response to receipt at the destination ACD to the identification of the originating ACD in the data received from the originating ACD.

15. The method of claim 11 including the step of determining a total delay time of the call in the call distribution network in response to the receipt of the delay time of the overflow call in a queue at the originating ACD in the data received from the originating ACD.

16. The method of claim 11 including the step of sending information to an internal telephonic unit at the destination ACD relating to the identified type of overflow call received at the destination ACD in response to receipt at the destination ACD of the ANI number representation in the data sent from the originating ACD.

17. The method of claim 11 including the step of placing the overflow call in a queue at the destination ACD in accordance with the assigned priority level of the call in response to receipt at the destination ACD of the priority level of the overflow call in the data sent from the originating ACD.

18. The method of claim 11 including the step of transferring the overflow call from the originating ACD to another ACD.