Intelligent services network adjunct processor

• Main Authors: MILLER; SARAH A, GALGANO, JR.; ROBERT F, LUTWITZE; PATRICK, MOBBERLEY; TIVIS C, TOFANELLI; CHRISTOPHER P, MULLINS; SAMUEL, HIGHLAND; GLENN E, DARLAND; TIMOTHY
• Format: Patent
• Language: English
• Published: 29.08.2000
• Edition: 7
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION

A system for routing telephone calls to operator consoles based on the type of call so that an appropriate operator can handle the call. The system comprises an Automated Call Distributor (ACD), adjunct processor nodes, and a call routing distribution system. The ACD receives calls, offers the calls to an adjunct processor node, receives instructions on routing the calls from the adjunct processor node, and routes the calls based on the received instructions. The ACD has links through which the calls are offered and the instructions on call routing are received. Each adjunct processor node is connected to the ACD through the links. The adjunct processor node receives call routing specifications from the call routing distribution system, receives the offered calls, determines to which operator console (or group of operator consoles) the offered call should be routed based on the call routing specifications, and provides an indication of the determined operator console to the ACD through a link as routing instructions. Each link of the ACD is connected to two adjunct processor nodes so that if one adjunct processor node fails, the ACD can receive instructions from the other adjunct processor to which a link is connected. The call routing distribution system inputs call routing specifications and distributes the call routing specifications to the adjunct processor nodes so that each adjunct processor node has the same call routing specification.