Importance

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Abstract

An automatic call distribution system includes plural call receiving agents associated with a service entity, each of which has conventional telephone access to the public switched telephone network (PSTN). A call center controller initially receives a caller communication from the PSTN intended for the service entity and selects one of the call receiving agents to handle the caller communication based on agent availability. The call center controller coordinates the establishment of a direct communications path for that call between the PSTN and the selected agent which is independent of the call center controller. In other words, after setting up the direct call connection, the call center controller is not an intermediary to or otherwise involved in the actual communication between the caller and the agent. Significantly, the call center controller establishes the direct call connection between the incoming call and a selected available call handling agent without the need for a separate private branch exchange (PBX) or automatic call distribution (ACD) switch.

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First Claim