Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1995-09-28
1998-09-29
Zele, Krista
Telephonic communications
Centralized switching system
Call distribution to operator
379112, 379211, 379309, H04M 322
Patent
active
058155651
ABSTRACT:
A service evaluator system and method for evaluating, based on DNIS numbers, incoming telephone calls routed through a telephonic switch, such as an automatic call distributor (ACD) 100 is provided. Supervisory personnel select one or more dialed number identification service (DNIS) numbers for evaluation via a supervisory terminal 108. A DNIS evaluator circuit 120 of the ACD 100 stores the selected DNIS numbers. When a DNIS incoming telephone call is received by the ACD 100, the DNIS evaluator circuit 120 collects the DNIS number transmitted with the call. The DNIS evaluator circuit 120 determines whether any of the selected DNIS numbers match the collected DNIS number. If one of the selected DNIS numbers matches the collected DNIS number, the supervisor is connected to the call, preferably in a nonintrusive manner.
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patent: 5335269 (1994-08-01), Steinlicht
patent: 5463681 (1995-10-01), Vaios et al.
patent: 5467391 (1995-11-01), Donaghue, Jr. et al.
patent: 5471519 (1995-11-01), Howe et al.
patent: 5535256 (1996-07-01), Maloney et al.
patent: 5535261 (1996-07-01), Brown et al.
Blaha David L.
Doremus Lonnie
Harbuziuk Wayne L.
Rockwell International Corporation
Wolinsky Scott
Zele Krista
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