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    Method of routing calls in an automatic call distribution network
    2.
    发明授权
    Method of routing calls in an automatic call distribution network 有权
    在自动呼叫分配网络中路由呼叫的方法

    公开(公告)号：US06366668B1

    公开(公告)日：2002-04-02

    申请号：US09266283

    申请日：1999-03-11

    申请人： Simon C. Borst ,  Andrew D. Flockhart ,  Francis C. Hymus ,  Eugene P. Mathews ,  Martin I. Reiman ,  Judith B. Seery ,  John Z. Taylor

    发明人： Simon C. Borst ,  Andrew D. Flockhart ,  Francis C. Hymus ,  Eugene P. Mathews ,  Martin I. Reiman ,  Judith B. Seery ,  John Z. Taylor

    IPC分类号： H04M300

    CPC分类号： H04M3/5237 ,  H04M3/42102 ,  H04M3/5232

    摘要： The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a “post-route” routing architecture having the benefits of a “pre-route” routing architecture in a network ACD (FIG. 1). The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes (302) calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks (304) the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services (314) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects (308) the call, whereupon the network, operating under influence of the ADR feature, releases (310) the connection of the call to the individual ACD system and reroutes (312) the call to the alternative destination ACD system.

    摘要翻译： 电话交换系统（101）或等效物的备用目的地重定向（ADR）特征（102）被用于实现具有在网络ACD中的“前路由”路由体系结构的优点的“后路由”路由架构 图。1）。 ADR功能在单个ACD系统的网络（100）和每个ACD系统中的各个呼叫类型中被管理，以将另一个ACD系统识别为由个人ACD系统拒绝的各个呼叫类型的呼叫的替代目的地。 在不需要网络知道各个ACD系统的状态的基础上（例如，固定百分比，循环），网络向多个ACD系统（110-112）分发（302）呼叫。 一旦个人类型的呼叫被传送到其中，个人ACD系统就检查（304）ACD系统的状态，该ACD系统作为其被拒绝的个人呼叫的替代目的地被管理。 如果它确定可以提供更好的服务，个人ACD系统服务（314）呼叫。 如果确定替代目的地ACD系统可以提供更好的服务，则个人ACD系统拒绝（308）呼叫，于是在ADR功能的影响下运行的网络释放（310）呼叫到个体的连接 ACD系统并重新路由（312）到另一个目的地ACD系统的呼叫。