Patent ID: 6366668
Filing Date: 2002-04-02
Classification: H04M

Abstract:
A method of routing communications to ACD systems in a network of a plurality of ACD systems interconnected by a communications network, comprising:the communications network routing a first communication to a selected one of the plurality of ACD systems; in response to having the communication routed thereto, the selected ACD system checking status of another one of the plurality of ACD systems to determine whether or not the selected ACD system will service the first communication; in response to determining that the selected ACD system will not service the first communication, the selected ACD system sending a rejection to the communications network; in response to receiving the rejection, the communications network releasing a connection of the first communication to the selected ACD system; and further in response to receiving the rejection, the communications network rerouting the first communication to the other ACD system, which is identified in the communications network as an alternative destination for the first communication rejected by the selected ACD system.