Computer-telephony integration (CTI) system for controlling an automatic call distribution system using a bidirectional CTI model
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United States of America Patent
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N/A
Issued Date -
Jun 30, 2005
app pub date -
Sep 30, 2004
filing date -
Oct 1, 2003
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A Computer-Telephony Integration (CTI) system is used to control an Automatic Call Distribution (ACD) system, and non-ACD phone functions, where all functions can be performed at either the phone or the computer display by creating a Bidirectional CTI Model (BCM) in software. The ACD system is used in call centers to route incoming calls to call takers according to attributes such as dispatcher skill-sets or time since last call received. The ACD system is also able to send a call to a dispatcher without ringing, using an auto-answer system. The CTI system allows telephone functions such as originating calls, answering calls, and hold, transfer, and conference features to be controlled by a computer workstation.
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