Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1996-06-28
2000-04-25
Tsang, Fan S.
Telephonic communications
Centralized switching system
Call distribution to operator
379210, 379221, 379309, H04M 342, H04M 700, H04M 300
Patent
active
060553073
ABSTRACT:
A system of the present invention selects agent destinations and monitors calls made from a caller through an intelligent call processing network to a network customer. A plurality of home agents, such as part of a telemarketing system, are located at respective home premises and receive routed calls. A customer routing point responds to call queries transmitted from the intelligent call processing network and routes the call to the desired home agent. A management information server is connected in communication to the customer routing point for storing call routing and agent call-handling information. At least one agent manager is connected in communication to at least one of the home agents for monitoring the home agent and maintaining agent availability, routing configurations and statistical information concerning log-in and usage. Each agent manager is interconnected with the customer routing point for transmitting agent availability and routing configurations to the customer routing point.
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Behnke Frank
Casselman Brenda
Hussain Mohammed
Lo Shuhung
Sabnis Suhasini V.
AT&T Corp.
Hoosain Allan
Tsang Fan S.
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