System for integrating a stand alone inbound automatic call distributor and a outbound automatic call dialer

  • US 5,425,093 A
  • Filed: 02/23/1993
  • Issued: 06/13/1995
  • Est. Priority Date: 02/23/1993
  • Status: Expired due to Term
First Claim
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1. A method for integrating the operation of an inbound call distributor with an outbound call dialer in order to make efficient use of universal agents that are transferred between an available to respond to inbound call status and an available to respond to outbound call status, said inbound call distributor including an inbound switch for connecting inbound trunks to inbound agents, said outbound dialer including an outbound switch for connecting completed outbound calls to outbound agents, said universal agents connected to said inbound switch so that inbound calls on said inbound trunks and said completed outbound calls on said outbound switch are routed to said universal agents through said inbound switch;

  • said method comprising the steps of;

    routing incoming calls on an inbound trunk to a universal agent audio set via said inbound switch when a universal agent is in an available to respond to inbound call status; and

    routing said completed outbound calls on an outbound trunk to a universal agent audio set via said outbound switch, an audio link between said outbound switch and said inbound switch, and said inbound switch when a universal agent is in an available to respond to outbound call status.

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