Resource control and data handling for central office based auto

Details Resource control and data handling for central office based auto Resource control and data handling for central office based auto

1989-05-25

1992-10-06

Shaw, Gareth D.

Telephonic communications

Centralized switching system

Call distribution to operator

379266, H04M 354

Patent

active

051539098

ABSTRACT:
This invention relates to a central office (CO) based automatic call distributor (ACD) system arrangement for providing resource control and call event data processing services for a plurality of ACD systems, served by a switching system. The arrangement comprises a switching system, having a control processor complex (CPC), a special Event and Control Link (ECL) processor that performs ACD end-user call event data partitioning and ACD end-user resource allocation message screening, and one or more Management Information System (MIS) processors that perform data processing to derive statistics associated with calls to an ACD. The ECL receives, partitions, and transmits call event data messages from the CPC to the MIS processors. The ECL also screens resource allocation request messages, sent by ACD end-users to control the allocation of ACD resources, by checking that the messages match a predetermined format, and by verifying that the end-user making the request has permission to make the requested resource allocation changes. Finally, the ECL interfaces with multiple MIS processors. These MIS processors can be located at the CO, the premises of an enhanced service provider, or on an end-user's premises. Advantageously, end-user call event data partitioning and resource allocation message screening is performed by the ECL without increasing the complexity of the CPC program, and an ACD end-user has a choice of options of using his own MIS processor, sharing an MIS processor provided by an enhanced service provider, or sharing an MIS processor provided in the switching system.

REFERENCES:
patent: 4232199 (1980-11-01), Boatwright et al.
patent: 4432057 (1984-02-01), Daniell et al.
patent: 4439830 (1984-03-01), Chueh
patent: 4510351 (1985-04-01), Costello et al.
patent: 4588991 (1986-05-01), Atalla
patent: 4656623 (1987-04-01), Dalby, Jr. et al.
patent: 4694483 (1987-09-01), Cheung
patent: 4797877 (1989-01-01), Pope et al.
patent: 4799153 (1989-01-01), Hann et al.
patent: 4866763 (1989-09-01), Cooper et al.
patent: 4876711 (1989-10-01), Curtin
patent: 4885789 (1989-12-01), Burger et al.
patent: 4893325 (1990-01-01), Pankonen et al.
patent: 4975902 (1990-12-01), Damany
patent: 5062103 (1991-10-01), Davidson et al.
AT&T Technical Journal, vol. 64, No. 6, Jul.-Aug. 1985, 1303-1564, 5ESS Switch.
"AT&T 5ESS.RTM. Switch Automatic Call Distributor Management Information Systems", Jun. 1988.
"CO-Based ACD Services: Strategic Implications", Research Newsletter, Mar. 1989.

Affiliated with

Also associated with

Rating

Resource control and data handling for central office based auto does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Resource control and data handling for central office based auto, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Resource control and data handling for central office based auto will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-1196317