Automatic call distributor with prioritization

• US 5,857,018 A
• Filed: 09/26/1997
• Issued: 01/05/1999
• Est. Priority Date: 08/11/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Holtaway, Thomas S., Sumner, Roger A., Baker, Daniel F., Lenihan, John P.
• Primary Examiner(s): Hong, Harry S.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/938,040
• Time in Patent Office: 466 Days
• Field of Search: 379/265, 379/266, 379/309, 379/112, 379/113, 379/114, 379/115, 379/242, 379/243, 379/244
• US Class Current: 379/265.13
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

An automatic call distributor (ACD) for routing application, external position and internal position telephone calls to one of a plurality of agents is disclosed. Priority levels of the different types of calls are selectively assigned for each individual agent and can be changed as desired. When a plurality of incoming calls having different call types are received concurrently for a particular agent, the call of the call type having the highest priority as determined for the particular agent is connected to the particular agent first.

Claims

1. An automatic call distributor, comprising:

means for receiving an application telephone call and routing the received application call to one of a plurality of agents;

means for routing an external position call directly to one of said agents;

means for routing an internal position call directly to one of said agents;

means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent; and

means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.

2. The distributor of claim 1 wherein the external and internal position calls are placed in separate lines of incoming calls with priority levels being separately assigned to the position calls dependent upon the line on which they are waiting.

3. The distributor of claim 1 wherein position calls are prioritized with respect to application calls.

4. The distributor of claim 1 wherein application calls are distributed among said plurality of agents.

5. The distributor of claim 1 including means for determining the availability of the particular agent.

6. The distributor of claim 1 including means for selecting the priority levels of the application, external position, and internal position calls.

7. The distributor of claim 1 including means for assigning a different priority of distribution to the particular agent for each of the different call types of application calls, external position calls and internal position calls.

8. The distributor of claim 7 in which the assigning means includes means for selectively assigning a highest priority for application calls, a moderate priority for internal position calls and a lowest priority for external position calls.

9. The distributor of claim 7 in which the assigning means includes means for selectively assigning a highest priority for one of the types of application, external position and internal position calls, a moderate priority for another of the types of application, external position, and internal position calls, and a third lowest priority for a third type of the application, external position and internal position calls.