Telephone switching system and method for controlling incoming t

Details Telephone switching system and method for controlling incoming t Telephone switching system and method for controlling incoming t

1995-07-10

1997-04-08

Brown, Thomas W.

Telephonic communications

Audio message storage, retrieval, or synthesis

Multilingual system or operation

379112, 379127, 379142, 379201, 379265, 379309, H04M 342

Patent

active

056195575

ABSTRACT:
A telephone switching system (100) including an automatic call distributor (102) for routing incoming telephone calls over a telephone network (116) to agent telephonic units (112, 114) is provided. Data relating to each of the incoming telephone calls is collected by the automatic call distributor (102), in particular a central processing unit (110). As each incoming telephone call is being routed to an agent telephonic unit (112, 114) over a telephone network (116), its associated data is substantially simultaneously transmitted over a computer network (126) to an agent computer terminal (122, 124). The agent located at the agent telephonic unit (112 or 114) which receives an incoming telephone call has first party call control via the associated agent computer terminal (122 or 124).

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