ACD with packet data based agent interconnect
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
May 9, 2000
Grant Date -
N/A
app pub date -
Mar 3, 1998
filing date -
Mar 3, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.
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