Centrex replacement ACD

• US 20060133596A1
• Filed: 12/06/2004
• Published: 06/22/2006
• Est. Priority Date: 12/06/2004
• Status: Abandoned Application

• Current Assignee: Don Jester, Jack Walsh, Joseph C. Steinlicht
• Original Assignee: Don Jester, Jack Walsh, Joseph C. Steinlicht
• Inventors: Jester, Don, Walsh, Jack, Steinlicht, Joseph C.
• Application Number:
  US11/005,501
• Publication Number:
  US 20060133596A1
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

The system for connecting an incoming call to a Central Office (CO) to an agent for servicing the call, comprises: an Automatic Call Distributor (ACD) coupled to the CO; at least one agent position connected to the CO; a server computer; circuitry for connecting an incoming call via a trunk line to the Automatic Call Distributor: circuitry and software for determining at the Automatic Call Distributor which agent position(s) is available; software for advising the server computer at the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and circuitry for disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls. The method for connecting an incoming call to a Central Office to an available agent at an agent position utilizing an Automatic Call Distributor and a server computer comprising the steps of: connecting the incoming call via a trunk line to the Automatic Call Distributor; determining at the Automatic Call Distributor which agent position is available; advising the server computer to instruct the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls.

Claims

1. A method for connecting an incoming call to a Central Office to an available agent at an agent position utilizing an Automatic Call Distributor and a server computer comprising the steps of:

connecting the incoming call via a trunk line to the Automatic Call Distributor;

determining at the Automatic Call Distributor which agent position is available;

advising the server computer to instruct the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and

,

disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls.

2. The method of claim 1, including the step of monitoring the time the agent position is connected to a caller and the agent is servicing the caller and the time the call is ended, and storing the time spent by an agent servicing a caller in the server computer.

3. The method of claim 1, including the step of notifying the Automatic Call Distributor when the agent has finished the position call and updating an Agent On Demand port that the agent position for the call just completed is again open and that the agent at the agent position just released is again available to service a new call.

4. The method of claim 1 further comprising the step of establishing a connection from the Automatic Call Distributor to a personal computer associated with the agent position.

5. A system for connecting an incoming call to a Central Office (CO) to an agent for servicing the call, comprising:

an Automatic Call Distributor (ACD) coupled to the CO;

at least one agent position connected to the CO;

a server computer;

circuitry for connecting an incoming call via a trunk line to the Automatic Call Distributor;

circuitry and software for determining at the Automatic Call Distributor which agent position(s) is available;

software for advising the server computer at the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and

circuitry for disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls.

6. The system of claim 5, including circuitry and software for monitoring the time the agent position is connected to a caller and the agent is servicing the caller and the time at which the call is ended, and circuitry for storing the time spent by an agent servicing a caller in said server computer.

7. The system of claim 5, including circuitry and software for notifying the Automatic Call Distributor when the agent has finished the position call and for updating an Agent On Demand port that the agent position for the call just completed is again open and that the agent at the agent position just released is again available to service a new call.

8. The system of claim 5 further comprising circuitry for establishing a connection from the Automatic Call Distributor to a personal computer associated with the agent position.

9. Apparatus for connecting an incoming call to a Central Office (CO) to an agent for servicing the call, comprising:

an Automatic Call Distributor (ACD) coupled to the CO;

at least one agent position connected to the CO;

a server computer;

means for connecting an incoming call via a trunk line to the Automatic Call Distributor;

means for determining at the Automatic Call Distributor which agent position(s) is available;

means for advising the server computer at the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and

means for disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls.

10. The apparatus of claim 9, including means for monitoring the time the agent position is connected to a caller and the agent is servicing the caller and the time at which the call is ended, and means for storing the time spent by an agent servicing a caller in said server computer.

11. The apparatus of claim 9, including means for notifying the Automatic Call Distributor when the agent has finished the position call and for updating an Agent On Demand port that the agent position for the call just completed is again open and that the agent at the agent position just released is again available to service a new call.

12. The apparatus of claim 9 further comprising means for establishing a connection from the Automatic Call Distributor to a personal computer associated with the agent position.