Automatic call distribution network with call overload system and method

Abstract

An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACT) (12B) of at least one of the types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating ACD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD (12B) to route the call at the destination ACD (12B).

We claim: 
     
       1. In an automatic call distribution network having means for transferring a call received at . .a originated.!. .Iadd.an originating .Iaddend.ACD to a destination ACD through an external telephonic network, the improvement being a call overflow system, comprising: means at the originating ACD to compile data . .relating to.!. .Iadd.of .Iaddend.an overflow call to be transmitted through the external telephonic network to the destination ACD including . .at least one of the types of information of (a) identification of a selected gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number (b).!. identification of the originating ACD . .(c) a.!. .Iadd.and at least one of the types of information of (a) identification of a selected gate of a plurality of gates available through the destination ACD to which the call is to be routed which identifier is different from and in addition to the destination ACD telephone number (b) .Iaddend.time information . .relating to.!. .Iadd.of .Iaddend.a time the . .overflow.!. call was in a queue at the originating ACD . .(d) an ANI number representation of a telephone number of the call received at the originating ACD.!. and . .(e).!. .Iadd.(c) .Iaddend.a priority level of the . .overflow.!. call .Iadd.assigned by the originating ACD.Iaddend.; and   means at the originating ACD for sending the compiled data in a SETUP message with the overflow call in an ISDN network to the destination ACD to route the overflow call at the destination ACD.   
     
     
       2. The automatic call distribution network of claim 1 in which all types of information (a), (b). .,.!. .Iadd.and .Iaddend.(c). ., (d) and (e).!. are included in the data. 
     
     
       3. The automatic call distribution network of claim 1 including means at the originating ACD for selectively preventing the sending of data including information relating to identification of the selected gate of the destination ACD to which the overflow call is to be routed. 
     
     
       4. The automatic call distribution network of claim 1 in which the data is sent to a destination ACD in which includes means responsive to identification of the selected gate in the data received from the originating ACD to connect the overflow call to a line associated with said gate. 
     
     
       5. The automatic call distribution network of claim 1 in which the destination ACD responds to identification of the originating ACD in the data received from the originating ACD to track data relating to the call received at the originating ACD. 
     
     
       6. The automatic call distribution network of claim 1 in which the time information relating to the overflow call is delay time in which the overflow call was in queue at the originating ACD. 
     
     
       7. The automatic call distribution network of claim 6 in which the destination ACD responds to the call at the originating ACD in the data received from the originating ACD to determine a total delay time of the overflow call. 
     
     
       8. The automatic call distribution network of claim 1 in which the .Iadd.originating ACD further sends an ANI number as part of the compiled data and the .Iaddend.destination ACD responds to the ANI number representation in the data received from the originating ACD to send information . .relating to.!. .Iadd.of .Iaddend.the identified type of overflow call received at the destination ACD to an internal telephonic unit at the destination ACD. 
     
     
       9. The automatic call distribution network of claim 1 in which the destination ACD responds to receipt of the priority level for placing the overflow call in a queue at the destination ACD in accordance with the assigned priority level of the call. 
     
     
       10. The automatic call distribution network of claim 1 including means at the originating ACD for transferring the overflow call to another ACD in response to the destination ACD not accepting the overflow call from the originating ACD. 
     
     
       11. In an automatic call distribution network having a originating ACD and a destination ACD both interrelated through an external telephonic network, improvement being a method of transferring . .an overflow.!. .Iadd.a call, comprising the steps of: compiling data at the originating ACD . .relating to.!. .Iadd.of .Iaddend.an overflow call to be transferred through the external telephonic network to the destination ACD including . .at least one of the types of information of (a) identification of a selective gate of the destination ACD to which the call is to be routed in addition to the destination ACD telephone number, (b).!. identification of the originating ACD, . .(c).!. .Iadd.and at least one of the types of information of (a) identification of a selected gate of a plurality of gates available through the destination ACD to which the call is to be routed which identifier is different from and in addition to the destination ACD telephone number, (b) .Iaddend. a time information . .relating to.!. .Iadd.of .Iaddend.a time the . .overflow.!. call was in a queue at the originating ACD, . .(d) an ANI number representation of the telephone number of the call received at the originating ACD.!. and . .(e).!. .Iadd.(c) .Iaddend. a priority level of the . .overflow.!. call .Iadd.assigned by the originating ACD.Iaddend.; and   sending the compiled data in a SETUP message with the overflow call in an ISDN network from the originating to the destination ACD to route the overflow call at the destination ACD.   
     
     
       12. The method of claim 11 including the step of selectively preventing the sending of data including information relating to identification of the selected gate of the destination ACD to which the call is to be routed. 
     
     
       13. The method of claim 11 including the step of connecting the overflow call to a line associated with the selected gate at the destination ACD in response to receipt of the identification of the selected gate in the data received from the originating ACD. 
     
     
       14. The method of claim 11 including the step of tracking data relating to the call originally received at the originating ACD in response to receipt at the destination ACD to the identification of the originating ACD in the data received from the originating ACD. 
     
     
       15. The method of claim 11 including the step of determining a total delay time of the call in the call distribution network in response to the receipt of the delay time of the overflow call in a queue at the originating ACD in the data received from the originating ACD. 
     
     
       16. The method of claim 11 including the step of sending information to an internal telephonic unit at the destination ACD relating to the identified type of overflow call received at the destination ACD in response to receipt at the destination ACD of the ANI number representation in the data sent from the originating ACD. 
     
     
       17. The method of claim 11 including the step of placing the overflow call in a queue at the destination ACD in accordance with the assigned priority level of the call in response to receipt at the destination ACD of the priority level of the overflow call in the data sent from the originating ACD. 
     
     
       18. The method of claim 11 including the step of transferring the overflow call from the originating ACD to another ACD. .Iadd. 
     
     
       19.  For use in a call distribution network having at least an originating switch and a destination switch, a system comprising: means for determining an overflow condition related to operation of the originating switch;   means for compiling data identifying the originating switch and a priority level assigned by the originating switch to a call to be overflowed to the destination switch in response to the overflow condition; and   means for sending the compiled data from the originating switch to the destination switch. .Iaddend..Iadd.20. The system, as set forth in claim 19, wherein the compiled data identifying the originating switch comprises a site identification of the originating switch. .Iaddend..Iadd.21. The system, as set forth in claim 19, wherein the compiled data of priority of the overflow condition comprises priority level information of the   
     
     
        overflow condition. .Iaddend..Iadd.22.  The system, as set forth in claim 19, wherein the compiled data of priority of the overflow condition comprises time information of the overflow condition. .Iaddend..Iadd.23. The system, as set forth in claim 19, wherein the means for compiling data compiles data of operation of at least one queue in the originating switch. .Iaddend..Iadd.24. The system, as set forth in claim 19, further comprising a central processing unit for operating the destination switch based on the compiled data. .Iaddend..Iadd.25. A method for operating a call distribution network having at least an originating switch and a destination switch comprising the steps of: determining an overflow condition of operation of the originating switch;   compiling data identifying the originating switch and a priority level assigned by the originating switch to a call to be overflowed to the destination switch in response to the overflow condition; and   sending the compiled data from the originating switch to the destination switch. .Iaddend..Iadd.26. The method, as set forth in claim 25, wherein the step of compiling data comprises the step of compiling data identifying a site of the originating switch. .Iaddend..Iadd.27. The method, as set forth in claim 25, wherein the step of compiling data comprises the step of compiling data of a priority level of the overflow condition. .Iaddend..Iadd.28. The method, as set forth in claim 25, wherein the step of compiling data comprises the step of compiling data of time information associated with the overflow condition.   
     
     
        .Iaddend..Iadd.     The method, as set forth in claim 28, wherein the step of compiling data of time information comprises the step of compiling data of operation of at least one queue in the originating switch. .Iaddend..Iadd.30. An automatic call distribution system comprising: a first call distributing switch; and   a second call distributing switch coupled to the first call distributing switch by a telephonic network;   the first call distributing switch compiling data of a call received by the first call distributing switch, the compiled data comprising (a) identification of the first call distributing switch, (b) a priority level of the call assigned by the first distributing switch, and (c) an intended routing of the call, the first call distributing switch being capable of transferring the compiled data and the call to the second call distributing switch via the telephonic network, and   the second call distributing switch processing the call based on the compiled data. .Iaddend..Iadd.31. The system, as set forth in claim 30, wherein the data of identification of the first call distributing switch comprises a site identification of the first call distributing switch. .Iaddend..Iadd.32. The system, as set forth in claim 30, wherein the data of priority of the call comprises time information associated with the call. .Iaddend..Iadd.33. The system, as set forth in claim 32, wherein the time information comprises a length of time the call was in a queue of the first call distributing switch. .Iaddend..Iadd.34. The system, as set forth in claim 30, wherein the data of priority of the call comprises data of priority level information associated with the call.   
     
     
        .Iaddend..Iadd.     The system, as set forth in claim 30, wherein the data of routing of the call comprises data related to identification of the call. .Iaddend..Iadd.36. The system, as set forth in claim 35, wherein the data of identification of the call comprises a calling party number representative of a telephone number of the caller. .Iaddend..Iadd.37. The system, as set forth in claim 35, wherein the data of identification of the call comprises a called party number representative of a telephone number dialed. .Iaddend..Iadd.38. The system, as set forth in claim 30, wherein the data of routing of the call comprises identification of an application of the second call distributing switch. .Iaddend..Iadd.39. The system, as set forth in claim 30, wherein the telephonic network comprises a public telephonic network. .Iaddend..Iadd.40. The system, as set forth in claim 30, wherein the telephonic network comprises an ISDN system. .Iaddend..Iadd.41. The system, as set forth in claim 30, wherein the first call distributing switch determines whether the call creates an overflow condition. .Iaddend..Iadd.42. The system, as set forth in claim 41, wherein the first call distributing switch compiles the data in response to the overflow condition. .Iaddend..Iadd.43. The system, as set forth in claim 42, wherein the first call distributing switch transfers the data to the second call distributing switch in response to the overflow condition. 
     
     
        .Iaddend..Iadd.44.  The system, as set forth in claim 43, wherein the first call distributing switch transfers the data to the second call distributing switch in a SETUP message. .Iaddend..Iadd.45. The system, as set forth in claim 42, wherein the first call distributing switch transfers the call to the second call distributing switch in response to the second call distributing switch accepting the call. .Iaddend..Iadd.46. The system, as set forth in claim 42, wherein the first call distributing switch transfers the data with the call to the second call distributing switch in response to the overflow condition. .Iaddend..Iadd.47. A method for processing a call received at a first call distributing switch, the first call distributing switch coupled to a second call distributing switch through a telephonic network, the method comprising the steps of: compiling data at the first call distributing switch, the compiled data comprising identification of the first call distributing switch, a priority level of the call assigned by the first call distribution switch and an intended routing of the call;   transferring the data to the second call distributing switch via the telephonic network;   transferring the call to the second call distributing switch via the telephone network; and   processing the call at the second call distributing switch based on the data. .Iaddend..Iadd.48. The method, as set forth in claim 47, comprising the step of determining whether the call creates an overflow condition.   
     
     
        .Iaddend..Iadd.49.  The method, as set forth in claim 48, wherein the step of compiling data comprises the step of compiling data in response to the overflow condition. .Iaddend..Iadd.50. The method, as set forth in claim 49, wherein the step of transferring the call comprises the step of transferring the call in response to the overflow condition. .Iaddend..Iadd.51. The method, as set forth in claim 50, comprising the steps of: selectively accepting the call by the second call distributing switch; and   wherein the step of transferring the call comprises the step of:   transferring the call in response to the second call distributing switch accepting the call. .Iaddend..Iadd.52. The method, as set forth in claim 49, wherein the step of transferring the data comprises the step of:   transferring the data in response to the overflow condition; and   wherein the step of transferring the call comprises the step of:   transferring the call in response to the overflow condition with the data. .Iaddend..Iadd.53. A call overflow system for use in an automatic call distribution network having an originating ACD coupled to a destination ACD through a telephonic network, the call overflow system comprising:   means for compiling data of a call received by the originating ACD, the compiled data including time information of the call and information of an intended call routing at the destination ACD;   means for sending the compiled data from the originating ACD to the destination ACD;   means at the originating ACD for transferring the call to the destination ACD; and   means at the destination ACD for processing the call based on the compiled   
     
     
        data. .Iaddend..Iadd.54.  The system, as set forth in claim 53, wherein the means for sending the compiled data comprises means for sending the compiled data over an ISDN network. .Iaddend..Iadd.55. The system, as set forth in claim 53, wherein the means for compiling data compiles data of a calling party number representative of a telephone number of the received call. .Iaddend..Iadd.56. The system, as set forth in claim 55, wherein the calling party number comprises an ANI number representation of the telephone number of the received call. .Iaddend..Iadd.57. The system, as set forth in claim 53, wherein the means for compiling data compiles data of a called party number representative of a telephone number dialed. .Iaddend..Iadd.58. The system, as set forth in claim 57, wherein the called party number comprises a DNIS number representative of the telephone number dialed. .Iaddend..Iadd.59. The system, as set forth in claim 53, wherein the means for compiling data compiles data identifying the originating ACD. .Iaddend..Iadd.60. The system, as set forth in claim 53, wherein the means for compiling data compiles data of a priority of 
     
     
        the call assigned by the originating ACD. .Iaddend..Iadd.61.  The system, as set forth in claim 60, wherein the priority comprises a priority level of the call. .Iaddend..Iadd.62. The system, as set forth in claim 53, wherein the telephonic network comprises a public telephonic network. .Iaddend..Iadd.63. A method for processing a call in an automatic call distribution network having an originating ACD coupled to a destination ACD through a telephonic network, the method comprising the steps of: compiling data of the call at the originating ACD, the compiled data including time information of the call and information of a call routing in the destination ACD;   sending the compiled data to the destination ACD over the telephonic network;   transferring the call from the originating ACD to the destination ACD over the telephonic network; and   processing the call at the destination ACD based on the compiled data. .Iaddend..Iadd.64. The method, as set forth in claim 63, wherein the step of sending the compiled data comprises the step of sending the compiled data over an ISDN network. .Iaddend..Iadd.65. The method, as set forth in claim 63, wherein the step of compiling data comprises the step of compiling data of a calling party number representative of a telephone number of the call. .Iaddend..Iadd.66. The method, as set forth in claim 65, wherein the step of compiling data comprises the step of compiling data of an ANI number representation of the calling party number. .Iaddend..Iadd.67. The method, as set forth in claim 63, wherein the step of compiling data comprises the step of compiling data of a called party   
     
     
        number representative of a telephone number dialed. .Iaddend..Iadd.68. The method, as set forth in claim 67, wherein the step of compiling data comprises the step of compiling data of a DNIS number representative of the called party number. .Iaddend..Iadd.69. The method, as set forth in claim 63, wherein the step of compiling data comprises the step of compiling data identifying the originating ACD. .Iaddend..Iadd.70. The method, as set forth in claim 63, wherein the step of compiling data comprises the step of compiling data of a priority of the call assigned by the originating ACD. .Iaddend..Iadd.71. The method, as set forth in claim 63, wherein the step of sending the compiled data to the destination ACD comprises the step of sending the compiled data over a public telephonic network to the destination ACD. .Iaddend..Iadd.72. The method for operating a distribution network as in claim 25 further comprising: processing the compiled data to determine suitability of transfer of the call to the destination switch;   optionally transferring the call from the originating switch to the destination switch over a telephonic network after a determination of suitability of transfer. .Iaddend..Iadd.73. The method for processing a call as in claim 72 further comprising the step of including ANI information as part of the compiled data. .Iaddend..Iadd.74. The method of processing a call as in claim 72 further comprising the step of sending an alerting message to the originating switch upon acceptance of the call by   
     
     
        the destination switch. .Iaddend..Iadd.75.  The method of processing the call as in claim 74 wherein the step of sending an alerting message of acceptance of the call by the destination switch further comprises the step of deleting a gate queue entry at the originating switch after the destination switch answers the call. .Iaddend..Iadd.76. The method of processing a call as in claim 72 further comprising the step of transferring the call to the destination switch over a virtual private network type service. .Iaddend..Iadd.77. The method of processing a call as in claim 72 wherein the step of sending the compiled data to the destination switch further comprising the step of sending the data over a D-channel of an integrated services digital network. .Iaddend..Iadd.78. The method of processing a call as in claim 77 further comprising the step of transferring the call to the destination switch over a B-channel of an integrated services digital network. .Iaddend..Iadd.79. The method of processing the call as in claim 72 further comprising the step of determining a need for processing the call based upon an overflow criteria. .Iaddend.