Telephone agent call management system
US6434121B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 21, 1991 |
| Grant date | Aug 13, 2002 |
| Priority date | — |
| Expiry date | Aug 21, 2011 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S370/904
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer connected to an ISDN central office switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer, which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices. Based on the generated status and management information, the computer performs an incoming call management function by selecting agents connected to different switches for handling incoming calls and transmitting to the ISDN switch appropriate messages for causing the switch…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.