Interface for automatic call distributor for performing agent functions via host computer
US5586178A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Sep 29, 1994 |
| Grant date | Dec 17, 1996 |
| Priority date | — |
| Expiry date | Sep 29, 2014 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/42221
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An interface (204) for an automatic call distributor (102) which connects incoming telephone calls to selected ones of a plurality of agents provides communications with a host computer (108). An agent (112) communicates to the automatic call distributor (102) through a host terminal (104) connected to the host computer (108). The interface (204) permits the agent (112) to request the assistance of a supervisor (116), to initiate an emergency and to repeat an announcement. The interface (204) receives signals from the host computer (108) via a data link (110). The signals being representative of the desired function requested by the agent (112). The interface (204) conditions the signals for proper receipt by the automatic call distributor (102) such that the automatic call distributor (102) performs the requested function.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.