System and method for selecting agent destinations and monitoring calls made to network customers
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Apr 25, 2000
Grant Date -
N/A
app pub date -
Jun 28, 1996
filing date -
Jun 28, 1996
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system of the present invention selects agent destinations and monitors calls made from a caller through an intelligent call processing network to a network customer. A plurality of home agents, such as part of a telemarketing system, are located at respective home premises and receive routed calls. A customer routing point responds to call queries transmitted from the intelligent call processing network and routes the call to the desired home agent. A management information server is connected in communication to the customer routing point for storing call routing and agent call-handling information. At least one agent manager is connected in communication to at least one of the home agents for monitoring the home agent and maintaining agent availability, routing configurations and statistical information concerning log-in and usage. Each agent manager is interconnected with the customer routing point for transmitting agent availability and routing configurations to the customer routing point.
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