Methods and apparatus for controlling call pullback by an automatic call distribution (ACD) system from an interactive voice response (IVR) system and for allowing an ACD caller to complete a critical transaction while connected to the IVR

摘要

Methods and apparatus for controlling the ability of an ACD server to pull back a call from an IVR server and for allowing an ACD caller to complete a critical transaction while connected to an IVR include special processing and network signaling which enable the ACD to set a pull back status flag and grant permission to the IVR to request a change in the pull back status flag. An exemplary protocol and message encoding are disclosed.