Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1991-10-23
1994-03-01
Dwyer, James L.
Telephonic communications
Centralized switching system
Call distribution to operator
379210, 379201, H04M 506
Patent
active
052915514
ABSTRACT:
An agent at home (12) is enabled to receive a call from a customer (14), originally directed to a transaction-processing center (16), by first identifying, at an exchange (20) of a public switched telephone network (22), the identity of the transaction-processing center and the agent(s) designated to receive calls directed to that center. Once the agent (12) has been identified, the call is routed from a first local exchange carrier central office (18) serving the customer to a local exchange carrier central office (26) serving the agent and then to the agent across a combined voice and data line (44). Upon receipt of the call, the agent simultaneously establishes a data link with the transaction-processing center so as to complete a transaction for the customer.
REFERENCES:
patent: 4656623 (1987-04-01), Dalby et al.
patent: 4757267 (1988-07-01), Riskin
patent: 4953204 (1990-08-01), Cuschleg et al.
patent: 5036535 (1991-07-01), Gechter
patent: 5062103 (1991-10-01), Davidson et al.
"AT&T Systems Ties Firms' Call Centers to Home Workers," Wall Street Journal, Jan. 19, 1991, p. B2.
Conn Gerard
Redberg Margaret H.
Simon Steven D.
Simonson Roger K.
AT&T Bell Laboratories
Dwyer James L.
Levy Robert B.
Matar Ahmad F.
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