Arrangement for automating call-center agent-schedule-notificati

Details Arrangement for automating call-center agent-schedule-notificati Arrangement for automating call-center agent-schedule-notificati

1993-01-14

1996-03-12

Hofsass, Jeffery

Telephonic communications

Centralized switching system

Call distribution to operator

379 34, 379309, 395161, 395650, H04M 300, H04M 322, H01J 3100, G06F 900

Patent

active

054992915

ABSTRACT:
A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program-implemented arrangement (24) for communicating each agent's schedule to the agent via the agent's corresponding terminal and for monitoring the agent's adherence to the communicated schedule via the agent's corresponding terminal, thereby relieving a supervisor (19) of having to perform these functions. Other programs (25-27) that enable the supervisor to automatically communicate with the agents via their terminals are also included in the call-management system.

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P. Laurin et al., AT&T's Operator Services Position Systems (OSPS): Opportunities in Enhancing Operator Services, Proc. Int. Telecomm. Symposium, Sep. 23, 1987, (Tappei, Taiwan), pp. 69-81.
R. Rose et al., Automatic Call Distribution Using the ISDN Basic Rate Interface, International Conference on Communications, Jun. 23, 1991, vol. 2, 1991, pp. 969-971.
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