System and method for distributing calls to customer service ope

Details System and method for distributing calls to customer service ope System and method for distributing calls to customer service ope

1996-04-15

1999-07-06

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379113, 379133, 379210, 379220, 379308, 379309, H04M 300, H04M 1500, H04M 342, H04M 700

Patent

active

059206217

ABSTRACT:
System and method for distributing calls to customer service operators, particularly home operators. The present invention provides a telecommunications service provider's network with intelligence to monitor the current status and availability of home operators, and to determine the appropriate routing of a customer service call. By enabling the network to monitor operator availability status, only a single telephone line to a home operator is required, and notification of availability to answer calls is not required to be performed by the home operator.

REFERENCES:
patent: 5062103 (1991-10-01), Davidson et al.
patent: 5168515 (1992-12-01), Gechter et al.
patent: 5271058 (1993-12-01), Andrews et al.
patent: 5291551 (1994-03-01), Conn et al.
patent: 5392345 (1995-02-01), Otto
patent: 5459780 (1995-10-01), Sand

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