Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1994-03-09
1996-10-01
Zele, Krista M.
Telephonic communications
Centralized switching system
Call distribution to operator
379218, 379265, 379213, H04M 300, G06F 1536
Patent
active
055617115
ABSTRACT:
A predictive scheduling system and method for assigning a telephone call to a telephone agent. The system includes processing and switching equipment capable of implementing the method steps of generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call, and processing the signals to select an agent, at the time the call is received, to handle the call. The system also implements the method steps of routing the call to an automated dialog system using pre-recorded voice communications from the selected agent, and routing the call to the selected agent.
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Presson Thomas F.
US West Technologies, Inc.
Zele Krista M.
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