Integrated intelligent call blending

Details Integrated intelligent call blending Integrated intelligent call blending

1994-07-14

1995-11-14

Hofsass, Jeffery A.

Telephonic communications

Centralized switching system

Call distribution to operator

379266, H04M 300, H04M 506

Patent

active

054673917

ABSTRACT:
A system and method for sharing a pool of agents in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of dedicated inbound communication lines through an automatic call distributor (ACD). The telephones of another pool of agents is coupled to a number of dedicated outbound communication lines through an outbound dialer. The outbound agent telephones may be directly coupled to the outbound dialer, or may be coupled to the outbound dialer through the ACD. Alternatively, the agents may be in a single pool and all be available for servicing inbound and outbound calls. Agents are acquired from inbound call servicing to service outbound calls when the agent response indicator for inbound calls is below a predetermined threshold. Agents are acquired for outbound calling by placing an internal call from the outbound dialer through the ACD to an agent. An acquired agent is released by terminating the internal call, not the individual outbound calls handled by the acquired agent.

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