SYSTEM AND METHOD FOR MONITORING CALLS PARKED ON AN AUTOMATIC CALL DISTRIBUTOR

摘要

System and method for monitoring calls parked on one or more automatic call distributors (ACDs). A communications-interface process (262) provides for external communications between a call park server (CPS) platform (260) and an external agency. Calls parked on an ACD are monitored through the use of the CPS 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 predetermined methods that can be executed in response to a change in status of the parked call-legs. DB process (264) provides instructions to a park select (PSEL) process (266). PSEL process (266) functions as a manager for a series of agent processes or tasks (268) that carry out the methods to be applied to the parked call-legs.