Telephonic communications – Emergency or alarm communications – Central station with plural substations
Reexamination Certificate
2000-02-16
2001-09-11
Chan, Wing F. (Department: 2643)
Telephonic communications
Emergency or alarm communications
Central station with plural substations
C379S045000, C379S037000
Reexamination Certificate
active
06289083
ABSTRACT:
FIELD OF THE INVENTION
The field of the invention relates to telephonic communication systems and more particularly to automatic call distributors.
BACKGROUND OF THE INVENTION
Automatic call distribution systems are known. Such systems are typically used in an organizational context as a means of distributing telephone calls among agents of the organization.
Often the organization disseminates a single telephone number to its customers and to the public in general as a means of contacting the organization. As calls are directed to the organization from the public switch telephone network (PSTN), the automatic call distribution system directs the calls to its agents based upon some algorithm, typically based upon availability. For example, where all agents are considered equal, the automatic call distributor (ACD) may distribute the calls based upon which agent position (telephone) has been idle the longest.
Alternatively, calls may be classified by type and an agent with the best skill for that call type may be assigned to the call. Classification of calls may be based upon any number of different criteria (e.g., an identify of the caller, the number called, etc.).
To facilitate receiving calls from the switch of the ACD an agent may sign-on to any workstation at the beginning or at any time during his work shift. Signing-on may be accomplished by entering an agent's name and a password. The entered name and password may be transferred through a port of the switch providing the connection with the workstation to a controller of the ACD.
Upon receiving a name, and password, a controller of the ACD by reference to a database, may retrieve a set of records identifying the agent and the skills of that agent. The controller may then route calls to the agent based upon the identify of the agent and the port of the switch received the sign-on information.
Within the ACD, each agent is provided with a workstation that may include an agent console (i.e., a telephone) and a computer terminal. In large organization large numbers of workstations may be provided, which are distributed over many locations. While such systems work well, they typically do not facilitate the handling of emergency calls from agents. Often ACDs are not programmed to recognize or route 9-1-1 calls. Where an ACD can route 9-1-1 calls, the public safety entity receiving the call must inquire as to the identity of the agent and his location. Accordingly, a need exists for a means of processing emergency calls from agents, that automatically provides the location of the agent to the public safety entity.
SUMMARY
A method and apparatus are provided for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations. The method includes the steps of receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations and retrieving an identifier of a predetermined public safety entity responsible for serving the locale of the workstation from a database of the automatic call distributor. The method further includes the step of forwarding the call along with an identifier of the agent workstation to the public safety entity.
REFERENCES:
patent: 5161180 (1992-11-01), Chavous
patent: 5235630 (1993-08-01), Moody et al.
patent: 5347567 (1994-09-01), Moody et al.
Chan Wing F.
Rockwell Electronic Commerce Corp.
Welsh & Katz Ltd.
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