Interface for automatic call distributor for performing agent fu

Details Interface for automatic call distributor for performing agent fu Interface for automatic call distributor for performing agent fu

1994-09-29

1996-12-17

Zele, Krista M.

Telephonic communications

Centralized switching system

Call distribution to operator

379 45, 379127, 379309, H04M 300, H04M 1104, H04M 1500

Patent

active

055861784

ABSTRACT:
An interface (204) for an automatic call distributor (102) which connects incoming telephone calls to selected ones of a plurality of agents provides communications with a host computer (108). An agent (112) communicates to the automatic call distributor (102) through a host terminal (104) connected to the host computer (108). The interface (204) permits the agent (112) to request the assistance of a supervisor (116), to initiate an emergency and to repeat an announcement. The interface (204) receives signals from the host computer (108) via a data link (110). The signals being representative of the desired function requested by the agent (112). The interface (204) conditions the signals for proper receipt by the automatic call distributor (102) such that the automatic call distributor (102) performs the requested function.

REFERENCES:
patent: 4893325 (1990-01-01), Pankonen et al.
patent: 5392329 (1995-02-01), Adams et al.

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