Work at home agent ACD call distribution
US5459780A · kind A · utility
Assignee
Inventor
Key dates
| Filing date | Jan 31, 1994 |
| Grant date | Oct 17, 1995 |
| Priority date | — |
| Expiry date | Jan 31, 2014 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13072
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.