Audio communications inferface, method and communications system for connecting a remote agent to a telephone switch

• US 5,864,615 A
• Filed: 09/28/1995
• Issued: 01/26/1999
• Est. Priority Date: 09/28/1995
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Dezonno, Anthony J.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/535,696
• Time in Patent Office: 1,216 Days
• Field of Search: 379/219, 379/220, 379/229, 379/231, 379/232, 379/233, 379/265, 379/266, 379/309, 379/308, 370/270
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/40 Applications of speech amplifiers
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An audio communications interface 102 provides substantially automatic audio communications between a remote agent telephone 107 and a telephonic switch 104 through a telephonic console 106 connected to the telephonic switch 104. A remote agent dials a specified telephone number on the agent telephone 107 to access the audio communications interface 102. The audio communications interface 102 receives the dialed number from a telephone network 108 connected to the agent telephone 107 and generates a call signal which is transmitted to the telephonic switch 104 through the telephonic console 106. In response to the call signal, the telephonic switch 104 establishes audio communications with the agent telephone 107 through the console 106 and audio communications interface 102. A method for establishing audio communications through the audio communications interface 102 and data communications through an agent terminal 112, a computer network and a host computer 110 with the telephonic switch 104 is provided. In addition, a communications system for providing audio and data communications between a remote agent and the telephonic switch 104 is provided.

Claims

1. An audio communications interface for establishing audio communications between a telephonic switch of an automatic call distribution network connected to a locally accessible telephonic console which may alternately be used by an agent to access the telephone switch when the agent is locally situated and a remotely located agent telephone via a telephone network comprising:

an audio communications circuit for generating a call signal emulating a signal generated by a locally situated agent using the locally accessible telephonic console in response to instructions from the remotely located agent telephone to establish audio communications with the telephonic switch; and

a console interface for establishing audio communications with the telephonic switch through the locally accessible telephonic console in response to the call signal thereby establishing audio communications between the telephonic switch and the remotely located agent telephone.

2. The audio communications interface as recited in claim 1 comprising a protection circuit for limiting signal power transmitted through the audio communications interface.

3. The audio communications interface as recited in claim 1 wherein the audio communications circuit comprises a central office subscriber loop interface circuit for providing an audio link between an analog trunk of the telephone network and the console interface.

4. The audio communications interface as recited in claim 3 wherein the central office subscriber loop interface circuit comprises a gain control circuit for controlling gain of signals transmitted through the audio communications interface.

5. The audio communications interface as recited in claim 3 wherein the central office subscriber loop interface circuit comprises an impedance control circuit for controlling electrical line impedance of the audio communications interface.

6. A method for providing communications between a telephonic switch and a remotely located agent, the agent being associated with a remotely located agent telephone and the telephonic switch having a locally accessible telephonic console connected thereto, which locally accessible telephonic console may alternately be used by the agent for access to the telephonic switch when the agent is locally situated, the method comprising the steps of:

generating instruction signals by the remotely located agent telephone in response to the agent;

transmitting the instruction signals over a telephonic network to access an audio communications interface coupled to the locally accessible telephone console;

generating a call signal emulating a locally situated agent by the audio communications interface in response to the instructions signals;

transmitting the call signal to the telephonic switch via the locally accessible telephonic console; and

establishing audio communications between the telephonic switch and the remotely located agent telephone in response to the call signal.

7. The method as recited in claim 6 comprising the step of:

connecting an agent terminal associated with the agent to a host computer associated with the telephonic switch to provide data communications between the host computer and the agent terminal.

8. The method as recited in claim 7 wherein the step of connecting comprises the step of:

sending an identification signal from the agent terminal over a computer network to the host computer.

9. The method as recited in claim 7 wherein the step of connecting comprises the step of:

sending an identification signal from the agent terminal over a telephonic network to the host computer.

10. A communications system for connecting an agent in a remote location to a telephonic switch of an automatic call distributor, the telephonic switch having a console connected thereto, which may alternately be used by the agent to access the telephonic switch when the agent is locally situated, the system comprising:

a remotely located agent telephone which may be used by the agent to receive calls through the telephonic switch of the automatic call distributor;

a telephone network connected to the remotely located agent telephone for providing communications with the remotely located agent telephone;

an audio communications interface for interfacing with the console accessible by a locally situated agent and the remotely located agent telephone through the telephone network to provide communications between the console and the remotely located agent telephone; and

a data system for providing data to the agent relating to the telephonic switch.

11. The communications system as recited in claim 10 wherein the data system comprises:

a host computer for storing data associated with the telephonic switch; and

an agent terminal associated with the agent for retrieving data from the host computer relating to the telephonic switch and for presenting the retrieved data to the agent.

12. The communications system as recited in claim 11 wherein the data system comprises a computer network over which the host computer and the agent terminal transmit data between one another.

13. The communications system as recited in claim 10 wherein the audio communications interface comprises:

an audio communications circuit for generating a call signal in response to instructions from the agent telephone to establish audio communications with the telephonic switch; and

a console interface for establishing audio communications with the telephonic switch through the telephonic console in response to the call signal thereby establishing audio communications between the telephonic switch and the agent telephone.

14. The audio communications interface as recited in claim 11 comprising a protection circuit for limiting signal power transmitted by the audio communications interface.

15. The audio communications interface as recited in claim 11 wherein the audio communications circuit comprises a central office subscriber loop interface circuit for providing an audio link between an analog trunk of the telephone network and the console interface.

16. The audio communications interface as recited in claim 15 wherein the central office subscriber loop interface circuit comprises a gain control circuit for controlling gain of signals transmitted through the audio communications interface.

17. The audio communications interface as recited in claim 15 wherein the central office subscriber loop interface circuit comprises an impedance control circuit for controlling electrical impedance of the audio communications interface.