Apparatus and method for identifying records of overflowed ACD calls

DETAILED DESCRIPTION OF A PREFERRED EMBODIMENT FIG.
1 is a block diagram of an automatic call distribution (ACD) system 10 in accordance with an embodiment of the invention.
ACDs similar to the type shown in FIG.
1 may be available from any of a number of manufacturers (e.
g.
, the Galaxy system made by Rockwell International Corporation of Seal Beach, Calif.
).
FIG.
2 is a flow chart of activity of the system 10 under the embodiment.
Reference shall be made to FIGS.
1 and 2 as appropriate to an understanding of the invention.
Under the embodiment, a first, second and third internal ACD networks 11A, 11B, 11C are connected to a host database computer 12 and the PSTN 16.
Internal networks 11A, 11B, 11C may be located at geographically diverse locations and may be interconnected one-to-another by an appropriate interconnecting group of private ISDN lines 17, 21 (e.
g.
, leased lines, virtual private lines, microwave links, etc.
).
Similarly, the internal networks 11A, 11B, 11C may be interconnected with the host 12 through an appropriate data link 13A, 13B, 13C (e.
g.
, leased lines, virtual private lines, microwave link, the Internet, digital packet switching, etc.
).
While the individual ACD networks 11B, 11B, 11C are shown interconnected directly with the host 12, it is understood that a CallPath SwitchServer/2 (not shown) available from Rockwell International and IBM may be required for the interconnection of the networks 11A, 11B, 11C with the host 12.
A SwitchServer/2 may be provided by an IBM compatible ISA PC with a Pentium 120 MHZ processor or higher having 16 Mbyte RAM, 125 Mbyte fixed disk and an IBM X.
25 Interface Co-Processor/2.
An IBM X.
25 Interface Co-Processor/2 Cable Option V.
24 may be used as an interface with the networks 11A, 11B, 11C.
Ethernet or Token Ring Interface cards may be necessary depending upon the configuration of the ACD system 10.
Software for the SwitchServer/2 may be provided using the IBM Operating System/2 (OS/2) Version 3.
1 with Communications Manager/2 Version 1