Computer-telephony integration that uses features of an automatic call distribution system
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United States of America Patent
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Sep 20, 2005
Grant Date -
Jul 3, 2003
app pub date -
Jan 3, 2002
filing date -
Jan 3, 2002
priority date (Note) -
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status (Latency Note)
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Abstract
In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) of an ACD system (101), whereby the ACD system and its management information system (MIS 110) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues (185) of the CTI adjunct, but also causes agents (102-104) that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues (130) of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.
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