公开(公告)号：WO1998025386A2

公开(公告)日：1998-06-11

申请号：PCT/CA1997000890

申请日：1997-11-27

Applicant: NORTHERN TELECOM LIMITED

Inventor： NORTHERN TELECOM LIMITED ,  PETRUNKA, Robert, W. ,  SMITH, Robert, L.

IPC: H04M00/00

CPC classification number: H04Q11/0435 ,  H04M3/42297 ,  H04M3/493 ,  H04M3/4931 ,  H04M3/5125 ,  H04M3/523 ,  H04Q3/66 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13091 ,  H04Q2213/13095 ,  H04Q2213/13097 ,  H04Q2213/13102 ,  H04Q2213/13103 ,  H04Q2213/13141 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/1328 ,  H04Q2213/13282 ,  H04Q2213/13349 ,  H04Q2213/13377 ,  H04Q2213/13389

Abstract: A call servicing system facilitates the servicing of customer calls by service agents. The call servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

Abstract translation: 呼叫服务系统便于服务代理对客户呼叫进行维修。 呼叫服务系统包括本地客户交换机，本地代理交换机，网络交换机和自动呼叫分配（ACD）服务器。 本地客户切换直接来往和来自客户的呼叫，本地代理将直接呼叫转接到服务代理。 远程服务代理使用单一标准电话线连接到本地代理交换机。 网络接收来自其中一个客户的呼叫，从客户呼叫中检测信息，并通过单一标准电话线将客户呼叫路由到远程服务代理。 ACD服务器从网络交换机接收检测到的信息，确定远程服务代理可以服务客户呼叫，并控制网络交换机通过单一标准电话线路将客户呼叫路由到远程服务代理。