04953204 is referenced by 229 patents and cites 4 patents.

This invention relates to methods and apparatus for queuing calls to a multilocation service provider having a plurality of automatic call distributors (ACDs). If all circuits to the ACDs are unavailable, a call is queued in one of a plurality of queues. One or more of these queues will allow call completion to any ACD of the service provider as soon as an agent of that ACD becomes available. Advantageously, the average waiting time for customers to that service provider is reduced, thereby improving service. In accordance with one feature of the system, the caller can select one of a plurality of choices of music on hold as offered by the service provider.

Title
Multilocation queuing for telephone calls
Application Number
7/422852
Publication Number
4953204
Application Date
October 17, 1989
Publication Date
August 28, 1990
Inventor
Amy K Shannon
Aberdeen
NJ, US
Anthony J Perinelli
Woodbridge
NJ, US
Philip J Patti
Belle Mead
NJ, US
Kevin B Kelly
Neptune
NJ, US
Brian D Freeman
Howell
NJ, US
Robert F Cuschleg Jr
Columbus
OH, US
Agent
Werner Ulrich
Assignee
AT&T Bell Laboratories
NJ, US
IPC
H04M 3/42
H04Q 3/64
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