Siemens Rolm Communications Inc.

Loanne P Dang

Thomas C Keeler

Chuck S Kelly

An embodiment of the present invention is a method for dynamically routing incoming calls through a private branch exchange (PBX) in response to commands issued by a host computer and, in particular, for routing incoming calls after routing information has been obtained from conventional ACD call handling techniques. In particular, an embodiment of the present invention is a method for dynamically routing incoming calls through a private branch exchange (PBX), which method comprises the steps of: (a) receiving an incoming call; (b) requesting a route request from a call processing module of the PBX, the route request being referred to as an internal route request; (c) receiving a route request for the incoming call from an alternate source, the route request being referred to as an external route request; and (d) rejecting the internal or the external route request on the basis of a priority scheme.

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Raleigh, NC, United States of America

Loanne P Dang