Methods and apparatus for implementing an outbound network call

Details Methods and apparatus for implementing an outbound network call Methods and apparatus for implementing an outbound network call

1996-04-05

1998-09-01

Matar, Ahmad F.

Telephonic communications

Centralized switching system

Call distribution to operator

379210, 379309, H04M 700

Patent

active

058021639

ABSTRACT:
A system for incorporating a remote home agent in a call center is accomplished by the home agent dialing a telephony switch and the telephony switch terminating the home agent's incoming call to a first station side port of the telephony switch. This action provides a continuing connection between the telephony switch and the home agent until the home agent disconnects. Incoming calls selected to go to the home agent may then be switched to the established connection. In one embodiment a physical connection is established between the first station side port to which the home agent is first connected, and a second station side port. Incoming calls selected to go to the home agent are then connected to the second station side port, which is connected to the fist station side port.

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"Call Centers Go On-Line", by Margie Semilof. Tec Trends: Web Integration, No date.

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