Patent ID: 6947543
Filing Date: 2005-09-20
Classification: H04M

Abstract:
1. A method of operating a contact center comprising an automatic call distribution (ACD) system and a host processor separate from the ACD system, comprising: the host processor enqueuing a received contact in a contact queue of the host processor at least if the contact is not a call, and causing the ACD system to enqueue the received contact in a selected one of a plurality of call queues of the ACD system if the contact is a call; in response to the causing to enqueue, the ACD system enqueuing the call as an ACD call in the selected one of its plurality of call queues; the ACD system providing ACD features to the call; the host processor dequeuing the contact and assigning the contact to an agent for servicing at least if the contact is not a call, and causing the ACD system to assign the contact to a selected one of a plurality of ACD agents if the contact is a call; and in response to the causing to assign, the ACD system dequeuing the call from the selected one of its call queues and sending the call for servicing to the selected one of the ACD agents.