Apparatus and method for identifying records of overflowed ACD calls

• US 5,910,983 A
• Filed: 05/19/1997
• Issued: 06/08/1999
• Est. Priority Date: 05/19/1997
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Semiconductor Systems Inc. (Synaptics Incorporated)
• Inventors: Sumner, Roger A., Bryla, James J., Dezonno, Anthony J.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/858,601
• Time in Patent Office: 750 Days
• Field of Search: 379/265, 379/266, 379/309, 379/219, 379/220, 379/221, 379/242, 379/243, 379/111, 379/112, 379/113, 379/114, 379/115
• US Class Current: 379/266.04
• CPC Class Codes: H04M 2207/08 ISDN systems
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• 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]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A method and apparatus are provided for identifying a call record by a source automatic call distributor to a host computer of a telephone call received from a PSTN and overflowed from the source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control. The call record is stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method comprises the steps of executing a telescript sequence by the source automatic call distributor which sends a call identifer assigned by the source automatic call distributor and an identifier of the source automatic call distributor to a call overflow identification table of the host and transferring the call to the destination automatic call distributor along with the call identifier of the source automatic call distributor.

Claims

1. A method of providing an address pointer to a host computer for locating a call record of a telephone call received from a public switched telephone network (PSTN) and overflowed from a source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control, the call record having been stored under a call identifier of the source automatic call distributor in a memory of the host computer serving both the source automatic call distributor and the destination automatic call distributor, such method comprising the steps of:

determining that a set of attributes of the telephone call meet an overflow criteria; and

when the overflow criteria is determined to have been met, executing a call status telescript sequence by the source automatic call distributor which enters a call identifier and a source identifier of the source automatic call distributor into a call overflow identification table of the host computer.

2. The method as in claim 1 further comprising the step of transferring an overflow request over an integrated services digital network (ISDN) facility from the source automatic call distributor to the destination automatic call distributor including the call identifier of the source automatic call distributor.

3. The method as in claim 1 further comprising the step of transferring an overflow accept response from the destination automatic call distributor to the source automatic call distributor over an integrated services digital network (ISDN) facility.

4. The method as in claim 1 further comprising the step-of overflowing the call over a private line between the source and destination automatic call distributors.

5. The method as in claim 1 further comprising the step of transferring a call arrival message from the destination automatic call distributor to the host computer including the call identifier of the source automatic call distributor.

6. The method as in claim 1 further comprising the step of searching the overflow table using the call identifier of the source automatic call distributor to locate the identifier of the source automatic call distributor.

7. The method of claim 6 wherein the step of locating the call record using the call identifier and located identifier of the source automatic call distributor further comprises the step of searching an area of the memory reserved for the source automatic call distributor for the call record stored under the call identifier of the source automatic call distributor.

8. The method of claim 1 further comprising the steps of receiving the telephone call from the PSTN at the source automatic call distributor, assigning the call identifier to the call and placing the call in a call queue.

9. The method of claim 8 wherein the step of placing the call in a call queue further comprises the step of selecting the call queue from a plurality of call queues.

10. The method of claim 8 further comprising the step of receiving call associated data from the PSTN.

11. The method as in claim 10 further comprising the step of storing the call associated data in a termination table of the source automatic call distributor.

12. The method of claim 10 further comprising the step of transferring a call arrival message to the host computer including the call associated data received from the PSTN.

13. The method of claim 12 further comprising the step of creating the call record in the memory reserved for the source automatic call distributor, the call record including at least the call associated data of the call arrival message.

14. The method of claim 10 wherein the step of receiving call associated data from the PSTN further comprises the step of receiving an output of an automatic number identification service as call associated data from the PSTN.

15. The method of claim 14 further comprising the step of selecting a call queue of a plurality of call queues based upon the output of the automatic number identification service.

16. The method of claim 10 wherein the step of receiving call associated data further comprises the step of receiving an output of a dialed number identification service from the PSTN.

17. The method of claim 16 further comprising the step of selecting a call queue of a plurality of call queues based upon the output of the dialed number identification service.

18. The method of claim 1 further comprising the step of measuring a set of call parameters and determining that the call has met a call overflow criteria.

19. Apparatus for providing an address pointer to a host computer for a call record of a telephone call received from a public switched telephone network (PSTN) and overflowed from a source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control, the call record having been stored under a call identifier of the source automatic call distributor in a memory of the host computer serving both the source automatic call distributor and the destination automatic call distributor, such apparatus comprising:

means for determining that a call attribute of the call has exceeded an overflow parameter; and

means, coupled to the means for determining, for executing a call status telescript sequence by the source automatic call distributor when the means for executing determines that the call attribute exceeds the overflow parameter, said telescript sequence being adapted to enter a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor into a call overflow identification table of the host computer.

20. The apparatus as in claim 19 further comprising means for transferring an overflow request over an integrated services digital network (ISDN) facility from the source automatic call distributor to the destination automatic call distributor including the call identifier of the source automatic call distributor.

21. The apparatus as in claim 19 further comprising means for transferring an overflow accept response from the destination automatic call distributor to the source automatic call distributor over an integrated services digital network (ISDN) facility.

22. The apparatus as in claim 19 further comprising means for overflowing the call over a private line between the source and destination automatic call distributors.

23. The apparatus as in claim 19 further comprising means for transferring a call arrival message from the destination automatic call distributor to the host computer including the call identifier assigned by the source automatic call distributor.

24. The apparatus as in claim 19 further comprising means for searching the overflow table using the call identifier of the source automatic call distributor to locate the identifier of the source automatic call distributor.

25. The apparatus of claim 24 wherein the means for locating the call record using the call identifier and located identifier of the source automatic call distributor further comprises means for searching an area of the memory reserved for the source automatic call distributor for the call record stored under the call identifier of the source automatic call distributor.

26. The apparatus of claim 19 further comprising means for receiving the telephone call from the PSTN at the source automatic call distributor, means for assigning the call identifier to the call and means for placing the call in a call queue.

27. The apparatus of claim 26 further comprising means for receiving call associated data from the PSTN.

28. The apparatus of claim 27 further comprising means for storing the call associated data in a termination table of the source automatic call distributor.

29. The apparatus of claim 27 further comprising means for transferring a call arrival message to the host computer including the call associated data received from the PSTN.

30. The apparatus of claim 29 further comprising means for creating the call record in an are of the memory reserved for the source automatic call distributor, the call record including at least the call associated data of the call arrival message.

31. The apparatus of claim 26 wherein the means for placing the call in a call queue further comprises means for selecting the call queue from a plurality of call queues.

32. The apparatus of claim 27 wherein the means for receiving call associated data from the PSTN further comprises means for receiving an output of an automatic number identification service as call associated data from the PSTN.

33. The apparatus of claim 32 further comprising means for selecting a call queue of a plurality of call queues based upon the output of the automatic number identification service.

34. The apparatus of claim 26 further comprising means for receiving an output of a dialed number identification service as call associated data from the PSTN.

35. The method of claim 34 further comprising means for selecting a call queue of a plurality of call queues based upon the output of the dialed number identification service.

36. The apparatus of claim 19 further comprising means for measuring a set of call parameters and determining that the call has met a call overflow criteria.

37. Apparatus for providing an address pointer to a host computer for a call record of a telephone call received from a public switched telephone network (PSTN) and overflowed from the source automatic call distributor to a destination automatic call distributor in a call distribution system using telescripted call control, the call record having been stored under a call identifier of the source automatic call distributor in a memory of the host computer serving both the source automatic call distributor and the destination automatic call distributor, such apparatus comprising:

a comparator which determines that a call attribute of the call has exceeded an overflow criteria; and

a telescript processor coupled to the comparator which executes a call status telescript sequence by the source automatic call distributor when the comparator determines that the call attribute has exceeded the overflow criteria, said telescript sequence being adapted to enter a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor into a call overflow identification table of the host computer.

38. The apparatus as in claim 37 further comprising a source integrated services digital network (ISDN) communication processor which transfers an overflow request over an ISDN facility from the source automatic call distributor to the destination automatic call distributor including the call identifier of the source automatic call distributor.

39. The apparatus as in claim 37 further comprising a destination communication processor which transfers an overflow accept response from the destination automatic call distributor to the source automatic call distributor over an integrated services digital network (ISDN) facility.

40. The apparatus as in claim 37 further comprising a private line which provides an overflow communication path between the source and destination automatic call distributors.

41. The apparatus as in claim 37 further comprising a host communication processor which transfers a call arrival message from the destination automatic call distributor to the host computer including the call identifier assigned by the source automatic call distributor.

42. The apparatus as in claim 37 further comprising a search processor which searches the overflow table using the call identifier of the source automatic call distributor to locate the identifier of the source automatic call distributor.

43. The apparatus of claim 37 further comprising a PSTN interface processor which receives the telephone call from the PSTN at the source automatic call distributor, assigns the call identifier to the call and places the call in a call queue.

44. The apparatus of claim 43 further comprising a PSTN buffer which receives call associated data from the PSTN.

45. The apparatus of claim 44 further comprising a PSTN tracking processor which stores the call associated data in a termination table of the source automatic call distributor.

46. The apparatus of claim 44 further comprising a call record processor which transfers a call arrival message to the host computer including the call associated data received from the PSTN.

47. The apparatus of claim 43 wherein the PSTN interface processor which places the call in a call queue further comprises a call queue loading processor which selects the call queue from a plurality of call queues.

48. The apparatus of claim 37 further comprisesing an overflow tracking processor which measures a set of call parameters and determines that the call has met a call overflow criteria.