US5384841A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Automatic call distribution network with call overload system and method
Assignee: Rockwell Firstpoint Contact Corp
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Filing: 1993-10-27
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Granted: 1995-01-24
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Expires: 2013-10-27
Abstract
Abstract An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACD (12B) of at least one of the types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating ACD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD ( 12B) to route the call at the destination ACD (12B).
Inventors
- 👤 David J. Adams
- 👤 Wayne L. Harbuziuk
- 👤 Christopher G. Culp
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-28 19:08
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5237; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42059; H04Q; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 20
Claim 1
Independent Claim
182 words
In an automatic call distribution network having means for transferring a call received at a originated ACD to a destination ACD through an external telephonic network, the improvement being a call overflow system, comprising: means at the originating ACD to compile data relating to an overflow call to be transmitted through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number (b) identification of the originating ACD (c) a time information relating to a time the overflow call was in a queue at the originating ACD (d) an ANI number representation of a telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and means at the originating ACD for sending the compiled data in a SETUP message with the overflow call in an ISDN network to the destination ACD to route the overflow call at the destination ACD.
Claim 2
Dependent Claim
182 words
In an automatic call distribution network having means for transferring a call received at a originated ACD to a destination ACD through an external telephonic network, the improvement being a call overflow system, comprising: means at the originating ACD to compile data relating to an overflow call to be transmitted through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number (b) identification of the originating ACD (c) a time information relating to a time the overflow call was in a queue at the originating ACD (d) an ANI number representation of a telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and means at the originating ACD for sending the compiled data in a SETUP message with the overflow call in an ISDN network to the destination ACD to route the overflow call at the destination ACD.
Claim 3
Dependent Claim
25 words
The automatic call distribution network of claim 1 in which all types of information (a), (b), (c), (d) and (e) are included in the data.
Claim 4
Dependent Claim
43 words
The automatic call distribution network of claim 1 including means at the originating ACD for selectively preventing the sending of data including information relating to identification of the selected gate of the destination ACD to which the overflow call is to be routed.
Claim 5
Dependent Claim
49 words
The automatic call distribution network of claim 1 in which the data is sent to a destination ACD in which includes means responsive to identification of the selected gate in the data received from the originating ACD to connect the overflow call to a line associated with said gate.
Claim 6
Dependent Claim
40 words
The automatic call distribution network of claim 1 in which the destination ACD responds to identification of the originating ACD in the data received from the originating ACD to track data relating to the call received at the originating ACD.
Claim 7
Dependent Claim
33 words
The automatic call distribution network of claim 1 in which the time information relating to the overflow call is delay time in which the overflow call was in queue at the originating ACD.
Claim 8
Dependent Claim
39 words
The automatic call distribution network of claim 6 in which the destination ACD responds to the call at the originating ACD in the data received from the originating ACD to determine a total delay time of the overflow call.
Claim 9
Dependent Claim
52 words
The automatic call distribution network of claim 1 in which the destination ACD responds to the ANI number representation in the data received from the originating ACD to send information relating to the identified type of overflow call received at the destination ACD to an internal telephonic unit at the destination ACD.
Claim 10
Dependent Claim
42 words
The automatic call distribution network of claim 1 in which the destination ACD responds to receipt of the priority level for placing the overflow call in a queue at the destination ACD in accordance with the assigned priority level of the call.
Claim 11
Dependent Claim
37 words
The automatic call distribution network of claim 1 including means at the originating ACD for transferring the overflow call to another ACD in response to the destination ACD not accepting the overflow call from the originating ACD.
Claim 12
Dependent Claim
177 words
In an automatic call distribution network having a originating ACD and a destination ACD both interrelated through an external telephonic network, improvement being a method of transferring an overflow call, comprising the steps of: compiling data at the originating ACD relating to an overflow call to be transferred through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selective gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number, (b) identification of the originating ACD, (c) a time information relating to a time the overflow call was in a queue at the originating ACD, (d) an ANI number representation of the telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and sending the compiled data in a SETUP message with the overflow call in an ISDN network from the originating to the destination ACD to route the overflow call at the destination ACD.
Claim 13
Dependent Claim
177 words
In an automatic call distribution network having a originating ACD and a destination ACD both interrelated through an external telephonic network, improvement being a method of transferring an overflow call, comprising the steps of: compiling data at the originating ACD relating to an overflow call to be transferred through the external telephonic network to the destination ACD including at least one of the types of information of (a) identification of a selective gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number, (b) identification of the originating ACD, (c) a time information relating to a time the overflow call was in a queue at the originating ACD, (d) an ANI number representation of the telephone number of the call received at the originating ACD and (e) a priority level of the overflow call; and sending the compiled data in a SETUP message with the overflow call in an ISDN network from the originating to the destination ACD to route the overflow call at the destination ACD.
Claim 14
Dependent Claim
36 words
The method of claim 11 including the step of selectively preventing the sending of data including information relating to identification of the selected gate of the destination ACD to which the call is to be routed.
Claim 15
Dependent Claim
44 words
The method of claim 11 including the step of connecting the overflow call to a line associated with the selected gate at the destination ACD in response to receipt of the identification of the selected gate in the data received from the originating ACD.
Claim 16
Dependent Claim
44 words
The method of claim 11 including the step of tracking data relating to the call originally received at the originating ACD in response to receipt at the destination ACD to the identification of the originating ACD in the data received from the originating ACD.
Claim 17
Dependent Claim
50 words
The method of claim 11 including the step of determining a total delay time of the call in the call distribution network in response to the receipt of the delay time of the overflow call in a queue at the originating ACD in the data received from the originating ACD.
Claim 18
Dependent Claim
54 words
The method of claim 11 including the step of sending information to an internal telephonic unit at the destination ACD relating to the identified type of overflow call received at the destination ACD in response to receipt at the destination ACD of the ANI number representation in the data sent from the originating ACD.
Claim 19
Dependent Claim
54 words
The method of claim 11 including the step of placing the overflow call in a queue at the destination ACD in accordance with the assigned priority level of the call in response to receipt at the destination ACD of the priority level of the overflow call in the data sent from the originating ACD.
Claim 20
Dependent Claim
20 words
The method of claim 11 including the step of transferring the overflow call from the originating ACD to another ACD.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1998-01-23 | 1998-07-25 | 1999-01-24 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2002-01-23 | 2002-07-25 | 2003-01-24 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2006-01-23 | 2006-07-25 | 2007-01-24 | $7700.00 | Window Closed / Lapsed |