Work at home ACD agent network

Details Work at home ACD agent network Work at home ACD agent network

1993-04-30

1995-02-21

Dwyer, James L.

Telephonic communications

Centralized switching system

Call distribution to operator

379308, 379309, 379220, H04M 700

Patent

active

053923456

ABSTRACT:
An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Advantageously, ACD service can be provided efficiently and economically from a remote server.

REFERENCES:
patent: 4313036 (1982-01-01), Jabara et al.
patent: 5073890 (1991-12-01), Danielsen
patent: 5168515 (1992-12-01), Gechter et al.
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5271058 (1993-12-01), Andrews et al.
patent: 5291551 (1994-01-01), Conn et al.
patent: 5299260 (1994-03-01), Shaio
"5ESS.RTM. Switch ACD/MIS, Telemarketing Services Application Guide", AT&T Network Systems, Aug. 1990, pp. 1-106.

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