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Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control

  • US 6,122,365 A
  • Filed: 12/18/1998
  • Issued: 09/19/2000
  • Est. Priority Date: 12/18/1998
  • Status: Expired due to Term
First Claim
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1. A call switching and routing system, comprising:

  • a first switching apparatus for receiving incoming calls;

    a first processor connected to the first switching apparatus; and

    a plurality of destination sites each connected to the first switching apparatus by a telephony trunk, each destination site including a destination processor coupled to the first processor by a communication link separate from the telephony trunk;

    wherein the first processor connected to the first switching apparatus maintains a list of incoming calls received at the first switching apparatus as a virtual queue and publishes the list to the destination processors, wherein individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request switching of calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the first switching apparatus to switch calls to the requesting destination sites.

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