Completion of calls to a preferred agent in an automatic call di

Details Completion of calls to a preferred agent in an automatic call di Completion of calls to a preferred agent in an automatic call di

1995-10-16

1997-12-30

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379127, 379209, 379309, H04M 300, H04M 1500, H04M 342

Patent

active

057039437

ABSTRACT:
This invention relates to methods and apparatus for completing calls to selected agents of an ACD (Automatic Call Distributor). In accordance with this invention, callers to the ACD are frequently assigned a preferred agent for handling their transactions. When these callers call the basic number of the ACD, they are identified and routed preferably, to the preferred agent if that agent is logged on. If the callers have not completed a transaction, the agent who is serving a call for that transaction provides a transaction number to the caller and the caller subsequently is connected to the agent associated with that transaction number. Advantageously, callers can normally be served by the same agent while still having the advantage of having their calls queued to any available agent of the ACD if the preferred agent for handling a caller or handling a transaction is not available.

REFERENCES:
patent: 5020095 (1991-05-01), Morganstein et al.
patent: 5036535 (1991-07-01), Gechter et al.
patent: 5062103 (1991-10-01), Davidson et al.
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5268958 (1993-12-01), Nakano
patent: 5392345 (1995-02-01), Otto
patent: 5537470 (1996-07-01), Lee
AT&T Network Systems Brochure 235-300-070: 5ESS.RTM. Switch ACD/MIS, Issue 2, Aug. 1990, pp. 11-19.

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