Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1995-10-30
1996-12-17
Matar, Ahmad F.
Telephonic communications
Centralized switching system
Call distribution to operator
379266, 379309, H04M 164
Patent
active
055861792
ABSTRACT:
Disclosed is a system and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system. The existing inbound telephone call distribution system is coupled to a number of telephone lines, and connects incoming calls to an available operator having a voice signal processing unit. The present system detects at least one available operator and an absence or a threshold condition of incoming calls to connect to the operator. An automated telephone dialer, coupled to the inbound call distributor, is also provided. The automated telephone dialer is responsive to the detection of at least one available operator and the absence or threshold condition of incoming calls to connect to the operator, for placing an outbound telephone call. The system directs that the voice portion of an answered outbound telephone call be connected to the existing voice signal processing unit of the available operator. Additionally, data associated with and concerning a called party presently being connected to the operator is made available to the operator answering the call at a data display unit provided at the workstation of the available operator.
REFERENCES:
patent: 4894857 (1990-01-01), Szlam et al.
patent: 4896345 (1990-01-01), Thorne
patent: 5008930 (1991-04-01), Gawrys et al.
patent: 5214688 (1993-05-01), Szlam et al.
William A. Durr, Jr., ACD Systems in the Telemarketing Environment, Feb. 1987, pp. 47-49.
TeleNews, Nov. 1986, Telemarketing, p. 10.
Cambray John E.
Melillo George
Mitchell James F.
Stent Robert J.
Bourque Daniel J.
Carroll Kevin J.
Davox Corporation
Matar Ahmad F.
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