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Work at home ACD agent network with cooperative control

  • US 5,778,060 A
  • Filed: 04/19/1996
  • Issued: 07/07/1998
  • Est. Priority Date: 04/19/1996
  • Status: Expired due to Term
First Claim
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1. A method of providing ACD (automatic call distributor) service for a call center, said ACD service provided by a first switching system, from a plurality of agent stations including a serving remote agent station served by a second switching system different from said first switching system, said serving remote agent station being one of one or more remote agent stations serving callers of said call center, said method comprising the steps of:

  • establishing data connections from one or more active remote agent stations to a server system for maintaining status information for said remote agent stations;

    responsive to receipt of an incoming ACD call for said ACD system, querying said server system to provide an identification of an available remote agent station;

    responsive to determining in said server system that one or more of said remote agent stations is available, responding from said server system to said first switching system with an identity of one or more available remote agent stations said identities including all identity of said serving remote agent station; and

    extending said incoming call to one of said serving remote agent stations via an audio connection from said first switching system, via said second switching system, andresponsive to an indication of change of status of a remote agent station of said call center from unavailable to available, sending a message to said call center that a remote agent station is available for serving a call of said call center, said sending a message that a remote agent station is available being performed only if no other remote agent station is available.

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