ACD MULTIFLOW NETWORK CALL DISTRIBUTION

摘要

This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues forstoring calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked, if it has an excessive number of entries, calls will not be rerouted to that alternate site.