Switchless automatic call distribution system
First Claim
1. An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a plurality of agent stations connected to said network via network service interfaces and providing agent status messages to said network, said system comprisingreceiving means connected via a network service interface to said network for receiving said agent status messages and call arrival messages from said network indicating that incoming calls have been made on said network, said agent status messages being generated at said agent stations and communicated through said network service interfaces and network to said receiving means, androuting means responsive to said receiving means for generating a routing signal provided to the network to cause said network to establish a connection directly between said incoming call and an agent station through the network so that said connection is external of said routing means.
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Accused Products
Abstract
An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a plurality of agent stations connected the network via network service interfaces and providing agent status messages to the network, the system including receiving means connected via a network service interface to the network for receiving the agent status messages and a call arrival message from the network indicating that an incoming call has been made on the network, and routing means responsive to the receiving means for generating a routing signal provided to the network to connect the incoming call to an agent station through the network. Also disclosed are handling transitions of agent stations using transition notifications, transition requests and forced response signals; and rerouting of telephone calls using incoming call notification signals, response signals, pre-notification signals, and calling line identification of the incoming call.
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Citations
63 Claims
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1. An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a plurality of agent stations connected to said network via network service interfaces and providing agent status messages to said network, said system comprising
receiving means connected via a network service interface to said network for receiving said agent status messages and call arrival messages from said network indicating that incoming calls have been made on said network, said agent status messages being generated at said agent stations and communicated through said network service interfaces and network to said receiving means, and routing means responsive to said receiving means for generating a routing signal provided to the network to cause said network to establish a connection directly between said incoming call and an agent station through the network so that said connection is external of said routing means.
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49. A system for automatically establishing over a network a communication connection between a service requesting station and one of a plurality of agent service providing stations connected to said network via network service interfaces and providing agent status messages to said network, said system comprising
receiving means connected via a network service interface to said network for receiving said agent status messages and a service request message from said network indicating that an incoming service request has been made by a service requesting station on said network, said agent status messages being generated at said agent stations and communicated through said network service interfaces and network to said receiving means, and routing means responsive to said receiving means for generating a routing signal provided to the network to cause said network to establish a connection directly between said incoming service request and an agent service providing station through the network so that said connection is external of said routing means.
Specification