US 5,970,134 A · System and method for monitoring calls parked on an automatic call distributor

Abstract

System and method for monitoring calls parked on one or more automatic call distributors (ACDs). Calls parked on an ACD are monitored through the use of a call park server that maintains a relational database. The relational database includes a call-leg information table and a method table. The call-leg information table is used to track and maintain the status of each call-leg parked on an ACD. The method table includes pre-determined methods that can be executed in response to a change in status of the parked call-legs. The method table provides a suite of methods that can be selected by a parking facility, for example, an automated response unit or an operator console, to be applied to the parked call-leg when particular events occur.

Claims27

Dependent claims

A method for monitoring calls parked on one or more automatic call distributors, each parked call having at least one parked call-leg, the method comprising:

(1) maintaining a call-leg information table, wherein said call-leg information table includes a record for each of the parked call-legs;
(2) determining when a change in status has occurred for the parked call-legs, including processing an update request to identify an event that has occurred that changes the status of a parked call-leg;
(3) determining whether said change in status requires a method to be executed, including processing said update request to determine whether a primary call-park server flag is set, and determining from a record in said call-leg information table for said parked call-leg whether a corresponding method is specified for said event;
and
(4) if said change in status requires a method to be executed, then executing said method.

2 more elements

A computer program product comprising a computer useable medium having computer program logic recorded thereon for enabling a processor in a computer system to monitor calls parked on one or more automatic call distributors, each parked call having at least one parked call-leg, said computer program logic comprising:

database means for enabling the processor to maintain a database comprising a call-leg information table that includes a record for each of the parked call-legs, and a method table of pre-determined methods that can be executed in response to a change in status of parked call-legs, said database means including event means for enabling the processor to process an update request to identify an event that has occurred that changes the status of a parked call-leg, primary call-park server means for enabling the processor to process said update request to determine whether a primary call-park server flag is set, and method determining means for enabling the processor to determine from a record in said call-leg information table for said parked call-leg whether a corresponding method is specified for said event;
and
method executing means for enabling the processor to execute methods in response to changes in status of parked call-legs.

Dependencies are inferred from the claim text.

System and method for monitoring calls parked on an automatic call distributor

Life of this patent

System and method for monitoring calls parked on an automatic call distributor

Life of this patent

Abstract

Claims27