Automatic call director first in first out accessory
AssigneeVirtual Hold Technology, LLC
InventorsMark J. Williams, Gregory A. Nightingale
Life of this patent
Estimating the term…
Abstract
An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.
Claims16
An accessory device for a server, said server allocating client primary resource requests to primary resources and having a primary queue, said device comprising:
- a controller;
- a client/server communication link adapted to communicate with said server and at least one client, said device intercepting client primary resource requests via said client/server communication link in response to said controller;
- an auxiliary queue, said device storing said intercepted requests in said auxiliary queue in response to said controller;
- and
- a secondary resource communication link adapted to communicate with at least one secondary resource, said device allocating secondary resource requests to said at least one secondary resource in response to said controller, wherein said device returns said intercepted requests to said server via said client/server communication link in response to a desired condition.
An accessory device for an automatic call director, said director allocating caller primary resource requests to primary resources and having a primary queue, said device comprising:
- a controller;
- a caller/director communication link adapted to communicate with said director and at least one caller, said device intercepting caller primary resource requests via said caller/director communication link in response to said controller;
- an auxiliary queue, said device storing said intercepted requests in said auxiliary queue in response to said controller;
- and
- a secondary resource communication link adapted to communicate with at least one secondary resource, said device allocating secondary resource requests to said at least one secondary resource in response to said controller, wherein said device returns said intercepted requests to said director via said caller/director communication link in response to a desired condition.
An accessory device for an automatic call director, said director allocating callers to service agents and having a primary queue, said device comprising:
- a controller;
- a caller/director communication link adapted to communicate with said director and at least one caller, said device intercepting calls via said caller/director communication link in response to said controller;
- an auxiliary queue, said device storing said intercepted calls in said auxiliary queue in response to said controller;
- and
- a secondary resource communication link adapted to communicate with a call back system, said device allocating call back requests to said call back system in response to said controller, wherein said device returns said calls to said director via said caller/director communication link in response to a desired condition.
Dependencies are inferred from the claim text.