公开(公告)号：US6111947A

公开(公告)日：2000-08-29

申请号：US752965

申请日：1996-12-02

申请人： Robert F. Galgano, Jr. ,  Patrick Lutwitze ,  Glenn E. Highland ,  Sarah A. Miller ,  Tivis C. Mobberley ,  Christopher P. Tofanelli ,  Timothy Darland ,  Samuel Mullins

发明人： Robert F. Galgano, Jr. ,  Patrick Lutwitze ,  Glenn E. Highland ,  Sarah A. Miller ,  Tivis C. Mobberley ,  Christopher P. Tofanelli ,  Timothy Darland ,  Samuel Mullins

IPC分类号： H04M3/523 ,  H04M1/64

CPC分类号： H04M3/5233

摘要： A system for routing telephone calls to operator consoles based on the type of call so that an appropriate operator can handle the call. The system comprises an Automated Call Distributor (ACD), adjunct processor nodes, and a call routing distribution system. The ACD receives calls, offers the calls to an adjunct processor node, receives instructions on routing the calls from the adjunct processor node, and routes the calls based on the received instructions. The ACD has links through which the calls are offered and the instructions on call routing are received. Each adjunct processor node is connected to the ACD through the links. The adjunct processor node receives call routing specifications from the call routing distribution system, receives the offered calls, determines to which operator console (or group of operator consoles) the offered call should be routed based on the call routing specifications, and provides an indication of the determined operator console to the ACD through a link as routing instructions. Each link of the ACD is connected to two adjunct processor nodes so that if one adjunct processor node fails, the ACD can receive instructions from the other adjunct processor to which a link is connected. The call routing distribution system inputs call routing specifications and distributes the call routing specifications to the adjunct processor nodes so that each adjunct processor node has the same call routing specification.

摘要翻译： 基于呼叫类型将电话呼叫路由到操作员控制台的系统，以便适当的操作员可以处理呼叫。 该系统包括自动呼叫分配器（ACD），辅助处理器节点和呼叫路由分发系统。 ACD接收呼叫，向附属处理器节点提供呼叫，接收关于从附属处理器节点路由呼叫的指令，并且基于接收到的指令路由呼叫。 ACD具有通过其提供呼叫的链接，并且接收到呼叫路由指令。 每个附属处理器节点通过链路连接到ACD。 辅助处理器节点从呼叫路由分配系统接收呼叫路由规范，接收所提供的呼叫，基于呼叫路由规范确定所提供的呼叫应该被路由到哪个操作员控制台（或操作员组），并提供指示 确定的操作员控制台通过链路作为路由指令向ACD发送。 ACD的每个链路都连接到两个附属处理器节点，以便如果一个附属处理器节点出现故障，则ACD可以接收来自链路所连接的另一个附属处理器的指令。 呼叫路由分配系统输入呼叫路由规范，并将呼叫路由规范分配给附属处理器节点，使得每个附属处理器节点具有相同的呼叫路由规范。

公开(公告)号：US6088443A

公开(公告)日：2000-07-11

申请号：US295543

申请日：1999-04-21

申请人： Timothy Darland ,  Robert F. Galgano, Jr. ,  Glenn E. Highland ,  Patrick Lutwitze ,  Sarah A. Miller ,  Tivis C. Mobberley ,  Samuel Mullins ,  Christopher P. Tofanelli

发明人： Timothy Darland ,  Robert F. Galgano, Jr. ,  Glenn E. Highland ,  Patrick Lutwitze ,  Sarah A. Miller ,  Tivis C. Mobberley ,  Samuel Mullins ,  Christopher P. Tofanelli

IPC分类号： H04M3/523 ,  H04M3/00

CPC分类号： H04M3/5233

摘要： A system for routing telephone calls to operator consoles based on the type of call so that an appropriate operator can handle the call. The system comprises an Automated Call Distributor (ACD), adjunct processor nodes, and a call routing distribution system. The ACD receives calls, offers the calls to an adjunct processor node, receives instructions on routing the calls from the adjunct processor node, and routes the calls based on the received instructions. The ACD has links through which the calls are offered and the instructions on call routing are received. Each adjunct processor node is connected to the ACD through the links. The adjunct processor node receives call routing specifications from the call routing distribution system, receives the offered calls, determines to which operator console (or group of operator consoles) the offered call should be routed based on the call routing specifications, and provides an indication of the determined operator console to the ACD through a link as routing instructions. Each link of the ACD is connected to two adjunct processor nodes so that if one adjunct processor node fails, the ACD can receive instructions from the other adjunct processor to which a link is connected. The call routing distribution system inputs call routing specifications and distributes the call routing specifications to the adjunct processor nodes so that each adjunct processor node has the same call routing specification.