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US 5,528,678 AGranted
Revertive calling automatic call distributor
AssigneeAT&T Corp.
InventorMarc P. Kaplan
Life of this patent
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AssigneeAT&T Corp.
InventorMarc P. Kaplan
Estimating the term…
A cooperative network/premises-based automatic call distributor system and method is provided which minimizes networking costs associated with distributing calls to telemarketing agents in multiple locations, minimizes delays in providing desired services to callers, and improves the efficiency of telemarketing agents. A call directed to a telemarketing complex arrives at the network. The caller automatic number identification (ANI) and an identifying tag are forwarded via a data connection to a telemarketing agent management system which identifies an available and desired agent to service the call, and launches a call to the network location associated with the original caller, thus completing the connection. The telemarketing agent management system selects an appropriate agent based on data received from the telemarketing complex and from the network. Interactive queuing may also be performed by the network to provide additional information to assist call distribution and telemarketing agent response. In a further embodiment, the telemarketing agent management system may retrieve caller profile information while the revertive call is launched to the network location associated with the caller. In addition, telemarketing agents may be strategically assigned a priori to network switch locations resulting in superior call setup characteristics for certain calls.
A network assisted method for automatically distributing calls to a subscriber among a plurality of agent terminals of the subscriber, said subscriber identified by a telephone number which does not uniquely identify a particular one of said plurality of agent terminals, and each agent terminal associated with an outbound call management means for launching a call from the agent terminal in response to a signal received from a call management system which is operative in monitoring call traffic status information of said subscriber, the method comprising the steps of:
A telecommunications network based system for automatically distributing calls to a subscriber among a plurality of agent terminals of the subscriber, said subscriber identified by a telephone number which does not uniquely identify a particular one of said plurality of agent terminals, said system comprising:
Dependencies are inferred from the claim text.