Systems and methods for servicing calls by service agents connec

Details Systems and methods for servicing calls by service agents connec Systems and methods for servicing calls by service agents connec

1997-04-11

1999-11-16

Wolinsky, Scott

Telephonic communications

Centralized switching system

Call distribution to operator

379 8818, 379229, 379266, H04M 342

Patent

active

059871156

ABSTRACT:
A call servicing system facilitates the servicing of customer calls by service agents. The call servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

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