Automatic call distributor with agent controlled call connection
AssigneeRockwell International Corporation
InventorsJohn P. Lenihan, Thomas S. Holtaway, Roger A. Sumner, Daniel F. Baker
Life of this patent
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Abstract
An automatic call distributor (12) having a device (10) for routing application telephone calls to any agent (20), a device (10) for routing an exterior position call directly to a particular agent (20), a device (10) for routing an interior position call directly to the particular agent (20), a device (10) for indicating the type of call being received among the application, external position, and internal position calls to the particular agent (20), and a device (10) for connecting the desired indicated call to the particular agent (20).
Claims7
An agent controlled automatic call distributor, comprising:
- means for placing application telephone calls on a waiting line associated with a particular agent;
- means for placing exterior position telephone calls on a waiting line associated with the particular agent;
- means for placing interior position telephone calls on a waiting line associated with the particular agent;
- means for visually displaying to the particular agent each type of call and the number of calls of each type waiting to be served by the particular agent;
- and
- means for enabling the particular agent to select one of the calls to be connected to the particular agent.
Dependencies are inferred from the claim text.