Inventors:
Thomas J. Edwards - Seattle WA
Denny Y. Fung - Kirkland WA
Steven J. Goldsmith - Bellevue WA
Assignee:
Avaya Technology Corp. - Basking Ridge NJ
International Classification:
H04M 300
US Classification:
37926604, 37926601, 37926501
Abstract:
The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACDs configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link. In response to a command from the client application of a call queue request for a call on a particular agent telephone, the MCH application running on the MCH server creates an index for the call, sets a timer for a duration less than the default call timeout period for the ACD, and directs the ACD to transfer the call in the first new route point. Prior to expiration of the default timeout period, the MCH application directs the ACD to transfer the call to the second new route point.
