Method and apparatus for simulating central queue for distributing call in distributed arrangement of automatic call distributors

A routing point in a distributed automatic call distributor system having a plurality of automatic call distributors, the routing point comprising:

• a memory storing a virtual queue, the virtual queue being arranged as a first-in, first-out queue and including a list of individual records, each record containing information relating a call waiting in a queue associated with an automatic call distributor of the plurality of automatic call distributors;
• and
• a processor routing calls having records in the virtual queue, the processor receiving an update message from each automatic call distributor, each update message containing information relating to a number of calls in the queue associated with the automatic call distributor and information relating to a longest call waiting time in the queue associated with the automatic call distributor, the processor routing calls based on the number of calls in queues associated with each respective automatic call distributor of the plurality of automatic call distributors, the longest call waiting time and a total number of available agents for each automatic call distributor of the plurality of automatic call distributors.

A routing point in a distributed automatic call distributor system having a plurality of automatic call distributors, the routing point comprising:

• a memory storing a virtual queue, the virtual queue being arranged as a first-in, first-out queue and including a list of individual records, each record containing information relating a call waiting in a queue associated with an automatic call distributor of the plurality of automatic call distributors;
• and
• a processor routing calls according to the virtual queue, the routing point receiving an update message from an automatic call distributor containing update event-based information relating to a number of calls in queue associated with the automatic call distributor and information relating to a longest call waiting time in the queue associated with the automatic call distributor.

A method for simulating a queue at a routing point in a distributed automatic call distributor system having a plurality of automatic call distributors, the method comprising steps of:

• receiving at the routing point from each automatic call distributor information relating to a longest call waiting time for calls in each queue associated with an automatic call distributor, and
• creating a virtual queue at the routing point, the queue containing information representing calls the plurality of queues at each of the distributed automatic call distributors.

A method for simulating a queue at a routing point in a distributed automatic call distributor system having a plurality of automatic call distributors, the method comprising steps of:

• receiving update event-based data contained on an update message for calls to the automatic call distributor system, the update event-based data including information relating to a number of calls and a longest waiting time for calls in each queue associated with an automatic call distributor;
• and
• creating a virtual queue at the routing point, the virtual queue including a list of individual records, each record containing information relating a call waiting in a queue associated with an automatic call distributor of the plurality of automatic call distributor system.

A routing point in a distributed automatic call distributor system having a plurality of automatic call distributors, the routing point comprising:

• a processor forming a virtual first-in, first-out queue, the virtual queue including a list of individual records, each record containing information relating a call waiting in a queue associated with an automatic call distributor of the plurality of automatic call distributors, the processor receiving an update message containing information relating to a number of calls and a longest call waiting time for each automatic call distributor;
• and
• memory storing the records as the virtual queue.

A routing point in a distributed automatic call distributor system having a plurality of automatic call distributors, the routing point comprising:

• a processor forming a virtual first-in, first-out queue, the virtual queue including a list of individual records, each record containing information relating a call waiting in a queue associated with an automatic call distributor of the plurality of automatic call distributors, the routing point receiving update event-based data for calls waiting in queues associated with the automatic call distributors, the update event-based data including information relating to a number of calls and a longest call waiting time for calls in each queue associated with an automatic call distributor of the plurality of automatic call distributors;
• and
• a memory storing the records as the virtual queue.