公开(公告)号：US07668303B2

公开(公告)日：2010-02-23

申请号：US10930999

申请日：2004-08-31

申请人： Michael Peters ,  Mike Hollatz ,  Jeffrey Hodson ,  Joseph Steinlicht

发明人： Michael Peters ,  Mike Hollatz ,  Jeffrey Hodson ,  Joseph Steinlicht

IPC分类号： H04M3/42

CPC分类号： H04L67/24 ,  H04L51/00 ,  H04M3/523 ,  H04M7/006 ,  H04M2203/4509

摘要： A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.

摘要翻译： 提供了一种方法和装置，用于处理呼叫的呼叫者和自动联系人分配器之间的自动联系人分配器内的呼叫。 该方法包括以下步骤：当呼叫到达自动联系人分配器并将呼叫注册消息从自动联系人分配器的资源传送到自动呼叫分配器的跟踪服务器时，将呼叫标识符分配给呼叫，以登记 使用分配的呼叫标识符在资源呼叫。

公开(公告)号：US20060133596A1

公开(公告)日：2006-06-22

申请号：US11005501

申请日：2004-12-06

申请人： Joseph Steinlicht ,  Don Jester ,  Jack Walsh

发明人： Joseph Steinlicht ,  Don Jester ,  Jack Walsh

IPC分类号： H04M3/00

CPC分类号： H04M3/5183

摘要： The system for connecting an incoming call to a Central Office (CO) to an agent for servicing the call, comprises: an Automatic Call Distributor (ACD) coupled to the CO; at least one agent position connected to the CO; a server computer; circuitry for connecting an incoming call via a trunk line to the Automatic Call Distributor: circuitry and software for determining at the Automatic Call Distributor which agent position(s) is available; software for advising the server computer at the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and circuitry for disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls. The method for connecting an incoming call to a Central Office to an available agent at an agent position utilizing an Automatic Call Distributor and a server computer comprising the steps of: connecting the incoming call via a trunk line to the Automatic Call Distributor; determining at the Automatic Call Distributor which agent position is available; advising the server computer to instruct the Central Office to connect the incoming call to the available agent position via a bridge at the Central Office; and disconnecting the trunk lines from the Central Office to the Automatic Call Distributor after the bridge is established so those trunk lines can be used for future calls.

摘要翻译： 用于将呼叫连接到中心局（CO）的代理用于服务呼叫的系统包括：耦合到CO的自动呼叫分配器（ACD）; 连接到CO的至少一个代理位置; 一台服务器电脑; 通过中继线将来电连接到自动呼叫分配器的电路：用于在自动呼叫分配器处确定哪个代理位置可用的电路和软件; 用于向中心局通知服务器计算机的软件，用于通过中心局的一座桥将来电连接到可用的代理人位置; 以及用于在建立桥之后将干线从中心局断开到自动呼叫分配器的电路，使得这些中继线可以用于将来的呼叫。 一种用于使用自动呼叫分配器和服务器计算机将来电呼叫连接到中心局到代理位置的可用代理的方法，包括以下步骤：将来电通过中继线连接到自动呼叫分配器; 在自动呼叫分配器处确定哪个代理位置可用; 建议服务器计算机指示中心局通过中央办公室的大桥将来电连接到可用的代理人位置; 并在桥接器建立后将干线从中心局断开到自动呼叫分配器，以便这些干线可以用于将来的呼叫。