Automatic call distribution system with user definable logging a

Details Automatic call distribution system with user definable logging a Automatic call distribution system with user definable logging a

1994-09-23

1998-02-03

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379113, 379266, 379309, H04M 300, H04M 1500

Patent

active

057153060

ABSTRACT:
An automatic call distribution system (100) and method provides an operator the capability of selectively adding additional data elements for which the system (100) logs operating data. The system (100) includes an automatic call distributor (102) having a multiport switch (114) for routing incoming telephone calls to a plurality of agent telephonic units (107) and a central processing unit (116) for controlling operation of the multiport switch (114) and for acquiring data representative of specified points during the routing of calls in the system (100). An operator adds additional data elements for which the central processing unit (116) collects data via a computer terminal (120). The computer terminal (120) includes a terminal display unit (122) for displaying the data and a terminal input device (124) for sending instructions to the central processing unit (116) to add data elements. A data computer (108) connected to the central processing unit (116) stores and displays the acquired data. A printer (112) provides a printed record of the data.

REFERENCES:
patent: 4788718 (1988-11-01), McNabb et al.
patent: 4893325 (1990-01-01), Pankonen et al.
patent: 5109399 (1992-04-01), Thompson
patent: 5140611 (1992-08-01), Jones et al.
patent: 5249223 (1993-09-01), Vanacore
patent: 5271058 (1993-12-01), Andrews et al.
patent: 5400327 (1995-03-01), Dezonno

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