Patent ID: 6850612
Filing Date: 2005-02-01
Classification: H04M

Abstract:
1. A method of establishing a call connection between a caller telephone station and an Agent position at one of a plurality of at least two Automatic Call Distributors (ACDs), comprising the steps of: establishing a data connection between a caller terminal associated with said caller telephone station, and an ACD server; said ACD server communicating with said plurality of ACDs to obtain queuing information for said call; said ACD server, responsive to commands received from a caller terminal and to said queuing information, for selecting one of said plurality of ACDs for completing said call; said ACD server communicating with said one ACD to insert said call into a gueue of the selected ACD wherein the step of communicating to obtain queuing information for said call further comprises the step of displaying, to a user of said caller terminal for at least one of the Agent positions of said plurality of ACDs, a length of pertinent queues of said plurality of ACDs; further comprising the step of: responsive to a request from said user of said caller terminal, arranging that said call is to be completed to an agent specified in said request.