Telephone system with ubiquitous agents

• US 5,309,513 A
• Filed: 07/02/1992
• Issued: 05/03/1994
• Est. Priority Date: 07/02/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Rose, James D.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US07/907,997
• Time in Patent Office: 670 Days
• Field of Search: 379/210, 379/211, 379/212, 379/214, 379/265, 379/266, 379/309, 379/218
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A telephone system (10) having an automatic call distributor (12a-c) for receiving calls and distributing the calls to at least one ubiquitous agent associated with the automatic call distributor (12a-c), a switch (20) connected to the automatic call distributor (12a-c), and a device (16) for controlling the switch (20) for connecting the switch (20) to the ubiquitous agents.

Claims

1. A telephone system, comprising:

a plurality of automatic call distributors for receiving and distributing calls in a sequential order;

multiplexer switch means being connected to each of the automatic call distributors; and

means for controlling the multiplexer switch means for connecting any of said automatic call distributors to any of a plurality of agent positions, wherein the agent positions can be served by any one of the plurality of automatic call distributors.

2. The system of claim 1 wherein the controlling means comprises a host computer.

3. The system of claim 2 including means for supplying information from each of the automatic call distributors to the computer, and means responsive to the supplying means for controlling the multiplexer switch means to the agent positions.

4. The system of claim 2 including means for supplying information from the agent positions including skill level to the computer.

5. The system of claim 4 including means responsive to the supplying means for controlling the multiplexer switch means to the agent positions.

6. The system of claim 1 wherein the number of agent positions.

7. The system of claim 1 including means for determining priority levels of agents in receiving calls, and means responsive to the determining means for connecting an automatic call distributor to one of said agent positions.