Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1989-05-16
1990-08-21
Brown, Thomas W.
Telephonic communications
Centralized switching system
Call distribution to operator
379 67, 379309, H04M 350
Patent
active
049513109
ABSTRACT:
An automatic call distribution system includes a network switch having a plurality of pilot extensions, a plurality of agents being split into a plurality of agent groups, trunks provided for each of the pilot extensions, and line circuits provided for each of the agents. The system also includes a memory which stores a route table provided for each of the pilot extensions. The route table defines some agent groups among the plurality of agent groups. The defined agent groups are to be connected to the related one of pilot extensions. A control circuit seeks an idle agent relating to the agent groups defined by the related one of the route tables, and establishes a route between the call and the sought idle agent through the related trunk, network switch, and line circuit.
REFERENCES:
patent: 4048452 (1977-09-01), Oehring et al.
patent: 4400587 (1983-08-01), Taylor et al.
"No. 1 ESS Furnishes ACD Service", H. A. Lanty et al., Bell Laboratories Record, vol. 56, No. 3, Mar. 1978, pp. 76-82.
"Automatic Call Distribution Services in the Rolm CBX", L. J. Kanow, 1980 Int'l. Conf. on Communications, Seattle, Wash., Jun. 1980, pp. 19.4.1-19.4.7.
"GTD-1000 Digital PABX CAS Main/ACD", K. A. Tapper et al., GTE Automatic Electric Journal, Nov. 1980, pp. 182-193.
Akazawa Takako
Honda Yosuke
Brown Thomas W.
Fujitsu Limited
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