Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1994-04-06
1996-07-16
Hofsass, Jeffery
Telephonic communications
Centralized switching system
Call distribution to operator
379265, 379309, 379209, 379210, 379142, 379214, H04M 346
Patent
active
055374700
ABSTRACT:
A method and apparatus for handling incoming calls to a service provider facility having a number of agent terminals. The method includes the steps of routing an initial call to an original agent at one of the agent terminals; storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier; identifying a subsequent call placed within the predetermined time by a caller having the stored caller identifier; and routing the subsequent call to one of the agent terminals in accordance with the stored agent identifier. If the original agent corresponding to the stored agent identifier is busy, the caller may be prompted to elect between waiting in a queue for the original agent, or connection to any available agent. The caller identifier may be, for example, a Calling Line Identity (CLI), an Automatic Number Identification (ANI), a telephone number of a caller terminal, or a portion of a calling card number. The service provider facility may include, for example, a private branch exchange (PBX) equipped with an automatic call distributor (ACD).
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"Engineering and Operations in the Bell System," R. F. Rey, Technical Editor, 2nd Edition, AT&T Bell Laboratories, 1982-1983, pp. 503-504.
AT&T Corp.
Dharia Parag
Hofsass Jeffery
LandOfFree
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