Importance

Loading Importance Indicators...

Abstract

A switchless Automatic Call Distribution ('ACD') system distributing incoming calls to call agents networked via a low-cost data network such as an ethernet. Standard POTS calls are received from the Public Switched Telephone Network ('PSTN'), whereupon a POTS/packet gateway digitizes the signal (if necessary) and compresses it, advantageously from .mu.-law format (64 Kbps) down to approximately 5-6 Kbps. The POTS/packet gateway then converts the signal into a packetized format. Responsive to a call distribution algorithm identifying the next available agent by IP address, the caller's packetized voice signals are distributed to the agent over the ethernet. At the same time, Web-enabled database tools generate 'documents,' advantageously in html, containing database information regarding the caller. These documents are then distributed to the agent over the ethernet. The agent may then converse with the caller using a headset connected to a standard desktop computer running CODEC software to transmit and receive packetized voice signals. At the same time, the computer runs browser software to allow the agent to receive html documents and send back updated information while talking to the caller. As a result, the ACD system has been optimized into a switchless ethernet connecting agents operating standard desktop computers running low-cost CODEC and browser software.

Loading the Abstract Image...

First Claim