Telephone agent management information system

Details Telephone agent management information system Telephone agent management information system

1988-12-29

1991-01-29

Olms, Douglas W.

Multiplex communications

Wide area network

Packet switching

370 60, 3701101, 379 93, 379 94, 379 96, 379112, 379113, H04M 1100

Patent

active

049882090

ABSTRACT:
A computer connected to an ISDN switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices.

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