System for adding outbound dialing to inbound call distributors
AssigneeEIS International, Inc.
InventorJacob W. Jorgensen
Life of this patent
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Abstract
An add-on telephony server platform provides inter alia high-speed call switching. The outbound automatic call distributor establishes one "nailed" voice connection between the telephony served platform and trunks connected to the automatic call distributor. The outbound call distributor establishes another "nailed" voice connection between the telephony server platform and the voice sets at the agent stations assigned to outbound operations.
Claims3
An add-on system to provide outbound call capability to an automatic call distributor (ACD), said ACD including an ACD switch for connecting ACD telephone trunk ports to a selected one of a plurality of agent head sets, said system comprising in combination:
- said ACD switch establishing a first nailed up connection between a first ACD trunk port connected to a telephone trunk and a second ACD trunk port and establishing a second nailed up connection between a third ACD trunk port and a subgroup of said plurality of agent head sets;
- a first voice connection between said second ACD trunk port and a telephony server platform that provides high-speed call switching;
- and
- a second voice connection between said telephony server platform and said third ACD trunk port, whereby said telephony server platform switches answered outbound calls on said ACD telephone trunk to an agent head set.
Dependencies are inferred from the claim text.