| 摘要 |
Apparatus and method for performing a recoverable routing of calls using an automatic call distributor to avoid loss of calls at busy agent terminals. Switching equipment receives incoming calls and issues a routing request to a server. In response, the server returns the address of a quence to receive and hold the calls. Intermediate telephones are "punched into" the queue for receiving the calls from the queue, and the server detects transfer of calls to the intermediate telephones in order to obtain control of the calls. The server performs a consultative transfer of the calls from the intermediate telephones to agent terminals so that, if an agent terminal is busy, the server may transfer the call back to the switching equipment in order for the call to be rerouted.
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