The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 02, 2002
Filed:
Mar. 11, 1999
Simon C. Borst, Convent Station, NJ (US);
Andrew D. Flockhart, Thornton, CO (US);
Francis C. Hymus, Bridgewater, NJ (US);
Eugene P. Mathews, Barrington, IL (US);
Martin I. Reiman, Maplewood, NJ (US);
Judith B. Seery, Madison, NJ (US);
John Z. Taylor, Bedminster, NJ (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
The alternate destination redirection (ADR) feature ( ) of telephone switching systems ( ) 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. ). The ADR feature is administered in the network ( ) 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 ( ) calls to the plurality of ACD systems ( ) 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 ( ) 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 ( ) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects ( ) the call, whereupon the network, operating under influence of the ADR feature, releases ( ) the connection of the call to the individual ACD system and reroutes ( ) the call to the alternative destination ACD system.