Interface for automatic call distributor for performing agent functions via host computer
First Claim
1. In an automatic call distributor, an interface for providing communications with a host computer, the automatic call distributor being capable of selectively connecting incoming telephone calls to a plurality of agents, at least one of the agents being a supervisor, the interface comprising:
- transport means for receiving a supervisor signal from the host computer, the supervisor signal comprising a supervisor request code indicating that an agent requests assistance from the supervisor, and for mapping the supervisor signal to a console control address; and
presentation means responsive to the console control address for activating at least one application in the automatic call distributor based on the supervisor request code such that the automatic call distributor signals the supervisor.
14 Assignments
0 Petitions
Accused Products
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.
33 Citations
17 Claims
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1. In an automatic call distributor, an interface for providing communications with a host computer, the automatic call distributor being capable of selectively connecting incoming telephone calls to a plurality of agents, at least one of the agents being a supervisor, the interface comprising:
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transport means for receiving a supervisor signal from the host computer, the supervisor signal comprising a supervisor request code indicating that an agent requests assistance from the supervisor, and for mapping the supervisor signal to a console control address; and presentation means responsive to the console control address for activating at least one application in the automatic call distributor based on the supervisor request code such that the automatic call distributor signals the supervisor. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. In an automatic call distributor, an interface for providing communications with a host computer, the automatic call distributor being capable of selectively connecting incoming telephone calls to a plurality of agents, generating an announcement concerning each telephone call, and providing each announcement to an agent prior to connecting the agent to the telephone call, the interface comprising:
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transport means for receiving a repeat signal from the host computer, the repeat signal comprising a repeat request code indicating that an agent requests a repeat of the announcement, and for mapping the repeat signal to a console control address; and presentation means responsive to the console control address for decoding the repeat signal and for activating at least one application in the automatic call distributor based on the repeat request code such that the announcement is repeated to the agent. - View Dependent Claims (9, 10, 11, 12)
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13. In an automatic call distributor, an interface for communicating with a host computer, the automatic call distributor being capable of selectively connecting incoming telephone calls to a plurality of agents, the interface comprising:
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transport means for receiving an emergency signal from the host computer, the emergency signal comprising an emergency request code indicating that an agent has an emergency, and for mapping the emergency signal to a console control address; and presentation means responsive to the console control address for decoding the emergency signal and for activating at least one application in the automatic call distributor based on the emergency request code such that the automatic call distributor initiates the emergency. - View Dependent Claims (14, 15, 16, 17)
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Specification