Automatic wireless alerting on an automatic call distribution ce

Details Automatic wireless alerting on an automatic call distribution ce Automatic wireless alerting on an automatic call distribution ce

1998-03-16

2000-07-11

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379 9317, 455466, H04M 300

Patent

active

060884428

ABSTRACT:
Allowing the alerting of supervisors and off duty agents to conditions on a split of an ACD system via wireless terminals. The conditions under which the wireless alerting will be performed are programmed by the owner of the ACD system rather than the manufacturer. The ACD center is connected to a wireless switching system via a primary rate ISDN interface (PRI) link. The ACD system considers the wireless switching system as another ACD system and utilizes the look ahead interflow operation to communicate information to the wireless switching system concerning the condition of a split. This is done by the ACD placing informational telecommunication calls to pseudo telecommunication numbers via the PRI link to the wireless switching system. The wireless switching system is responsive to each of these pseudo numbers to interpret the pseudo number as to the wireless terminal that should be contacted and an alphanumeric message that is to be displayed on that wireless terminal. The alphanumeric message defines the condition of the split to the supervisor or off duty agents of the split. The wireless switching system may be a wireless telephone system or a paging system. The wireless terminals may be wireless telephones or pagers.

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D.E. Harvey, et al., "Call Center Solutions", AT&T Technical Journal, Sep./Oct. 1991, vol. 70, No. 5, pp. 36-44.

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