Automatic call distribution and training system

Details Automatic call distribution and training system Automatic call distribution and training system

1998-08-24

2000-10-03

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379265, 379266, 379309, 434322, 434323, H04M 300

Patent

active

061283800

ABSTRACT:
A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler processes the incoming telephone calls to an automatic call distribution system. A monitoring means, such as a server, is used to monitor the queue. It can also monitor agent activities. A contacting means, such as a computer, is used for connecting the agents to the incoming calls. The contacting means also provides training to the agent. Thus, the agents are automatically provided with training based on the queue activity.

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Sulkin, Allan, "Industry Analyst Perspective", Siemens Rolm Communications, Inc., 1995.
"ResumeRouting--Precision without compromising efficiency", Siemens Business Communication Systems, Inc., 1998.

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