Call center call parker

摘要

A call parker monitors calls between callers and a call center to determine the number of active calls to the call center. A maximum call center capacity is identified and compared to the number of active calls to determine if the maximum call center capacity is being met. If the maximum call center capacity has been met, new calls are intercepted and placed on hold until the maximum call center capacity is no longer being met (i.e., an agent completes a call). Once the maximum call center capacity is no longer being met, the new call(s) are transferred to the call center.

主权项

1. A method comprising:
monitoring calls, in a call monitor, to a call center to determine a number of active calls to the call center; identifying, in the call monitor, a maximum call center capacity; based on the monitoring calls, determining, in the call monitor, that the maximum call center capacity has been met by detecting a Session Initiation Protocol (SIP) BUSY message sent from the call center in response to a new call request, wherein the new call request is a SIP INVITE sent from a communication device to the call center; responsive to determining that the maximum call center capacity has been met, intercepting, in a call processor, the SIP BUSY message from the call center instead of passing the SIP BUSY message onto the communication device that sent the new call request; responding to the new call request with one or more call processing messages; placing, in the call processor, the new call on hold; sending a message indicating that the call center is experiencing heavy call volume; determining, in the call monitor, that the maximum call center capacity is no longer being met; and responsive to determining that the maximum call center capacity is no longer being met, transferring, in the call processor, the new call to the call center.