Work at home agent ACD call distribution

Details Work at home agent ACD call distribution Work at home agent ACD call distribution

1994-01-31

1995-10-17

Matar, Ahmad

Telephonic communications

Centralized switching system

Call distribution to operator

379210, 379308, 379309, 379220, H04M 700

Patent

active

054597803

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. Call set-up time is reduced by establishing longer term connections between the ACD and the remote server and using these connections for a plurality of calls; such connections are established or disconnected when the traffic level suggests the desirability of having more or fewer remote servers. Advantageously, ACD service can be provided efficiently and economically from a remote server.

REFERENCES:
patent: 4284852 (1981-08-01), Szybicki et al.
patent: 4400587 (1983-08-01), Taylor et al.
patent: 4682354 (1987-07-01), Vanacore
patent: 4737983 (1988-04-01), Frauenthal
patent: 5036535 (1991-07-01), Gechter et al.
patent: 5073890 (1991-12-01), Danielsen
patent: 5168515 (1992-12-01), Gechter et al.
patent: 5249221 (1993-09-01), Ketring
patent: 5249223 (1993-09-01), Vanacore
patent: 5253288 (1993-10-01), Frey et al.
patent: 5291551 (1994-03-01), Conn et al.
H. T. Chen et al. 7,998,318 Mar. 1995.

Affiliated with

Also associated with

Rating

Work at home agent ACD call distribution does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Work at home agent ACD call distribution, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Work at home agent ACD call distribution will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-604205