ACD with packet data based agent interconnect

Details ACD with packet data based agent interconnect ACD with packet data based agent interconnect

1998-03-03

2000-05-09

Patel, Ajit

Multiplex communications

Pathfinding or routing

Combined circuit switching and packet switching

379 9301, 379265, 379309, H04L 1266

Patent

active

060613475

ABSTRACT:
A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.

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