Patent ID: 6748073
Filing Date: 2004-06-08
Classification: H04M

Abstract:
A method of operating a contact center comprising an automatic call distribution (ACD) system and a host processor, separate from the ACD system, that controls enqueuing of calls in call queues of the ACD system and controls assigning of the calls to agents for servicing, comprising:in response to the host processor losing the control of the enqueuing and the assigning, controlling the enqueuing and the assigning by the ACD system; in response to the host processor regaining ability to control the enqueuing and the assigning, returning control of the enqueing to the host processor; further in said response, continuing the ACD system control of the assigning from each of said call queues until said call queue is emptied of at least calls that were enqueued therein under control of the ACD system; and in response to the emptying of each of said call queues, returning control of the assigning from the call queue to the host processor.