US 6,295,352 B1Granted

Switching system for automatic call distribution and new operation training

AssigneeFujitsu Limited

InventorsYuji Maeda, Koji Yamato

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Abstract

The present invention provides a switching system capable of providing an ACD service while educating operator. The control part in the switching system, when being requested to establish an ACD call, selects a responsible main-operator terminal among plural responsible main-operator terminals and controls the switching part and the MXT in a manner that the selected main-operator terminal receives the ACD call, and selects a responsible sub-operator terminal among plural responsible sub-operator terminals and controls the switching part and the MXT in a manner that information transmitted with the established call can be listened by using the selected sub-operator terminal.

A switching system comprising:

switching means, connected to plural main-operator terminals and to plural training-target sub-operator terminals, for connecting a terminal in a public network and a main-operator terminal among the plural main-operator terminals and for making a condition in that information transmitted between two connected terminals including the terminal and the main-operator terminal is heard by a training-target sub-operator terminal among the plural training-target sub-operator terminals;
main-operator terminal selection means, when a call of a predetermined type is received by the switching means, for selecting a responsible main-operator terminal among the plural main-operator terminals;
first control means for controlling the switching means in a manner that the main-operator terminal selected by the main-operator terminal selection means receives the call;
sub-operator terminal selection means, when the main operator terminal receives the call with the first control means, for selecting a responsible training-target sub-operator terminal among the plural training-target sub-operator terminals;
second control means for controlling the switching means in order to make a condition in that information transmitted through the call received by the main-operator terminal is heard by the sub-operator terminal selected by the sub-operator terminal selection means;
first information keeping means for keeping calling method information including at least one automatic calling method information showing that the training-target sub-operator terminal is called automatically and manual calling method information showing that the training-target sub-operator terminals called when instructed by the main-operator terminal;
and
second information keeping means for keeping selecting method information specifying a selecting method for the training-target sub-operator terminal among an equaled distribution selecting method, a priority selecting method and a registered terminal selecting method;
wherein the sub-operator terminal selection means selects the responsible training-target sub-operator terminal based on the calling method information and the selecting method information.

6 more elements

Abstract

Claims10