Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1991-01-28
1992-11-17
Brown, Thomas W.
Telephonic communications
Centralized switching system
Call distribution to operator
379112, 379207, H04M 336, H04M 350, H04M 700
Patent
active
051649837
ABSTRACT:
A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as well as the initiation of changes in call processing logic. The system analyzes the data to generate signals for implementing call routing changes needed to balance service levels among ACDs or changes in the staffing force levels at selected TCs where calls are received. The process is accomplished in real time, and is repeated at a desired frequency.
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patent: 5036535 (1991-07-01), Gechter et al.
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Brown Percy B.
Casselman Brenda
Conn Gerard
Malmi Robert A.
Matula Valentine C.
American Telephone & Telegraph Company
Brown Thomas W.
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