STRUCTURE OF AUTOMATIC CALL QUEUING AND DISTRIBUTION AND QUEUING METHOD THEREOF

摘要

The present invention provides a structure and design technique of a call distribution queue for the automatic call distribution function on the exchange.;The automatic call distribution system according to the present invention can support a flexible and diverse call distribution service due to the hierarchical structure of the queue and the service queue functioning as a standby call selection agent and distribution group.;As a result, the call distribution system having the call distribution structure according to the present invention has a priority distribution and wait provided by the wait queue along with functions such as distribution according to the number of waiting calls provided by the service queue, equal distribution, or the best fast distribution. It is provided for functions such as time and queue statistics, and the separation of distribution groups and queues allows more than one group to serve the same queue. In addition, due to its structural design, various services can be added to build a highly flexible system.