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1. 发明授权

US06434121B1 Telephone agent call management system 失效
标题翻译：电话代理呼叫管理系统
公开(公告)号：US06434121B1
公开(公告)日：2002-08-13
申请号：US07748147
申请日：1991-08-21
申请人： Wayne Alan Davidson , Diana Schlag Winter
发明人： Wayne Alan Davidson , Diana Schlag Winter
IPC分类号： H04J302
CPC分类号： H04M3/51 , H04M3/5125 , H04M3/5158 , H04M3/5237 , H04M2207/08 , H04Q11/0428 , H04Q2213/13072 , H04Q2213/13209 , H04Q2213/13349 , Y10S370/904
摘要： A computer connected to an ISDN central office switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer, which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices. Based on the generated status and management information, the computer performs an incoming call management function by selecting agents connected to different switches for handling incoming calls and transmitting to the ISDN switch appropriate messages for causing the switch to transfer incoming calls to the selected agents. Additionally, the computer performs an outgoing call management function by initiating outgoing calls and causing the switch to connect an answering party to an agent, selected by the computer on any of the switches.
摘要翻译：通过ISDN数字用户线连接到ISDN中心局交换机的计算机提供关于多个电话代理的活动的管理信息。计算机具有与多个电话代理站的共享呼叫出现，并从该交换机接收反映在ISDN交换机与每个代理站之间交换的呼叫处理消息的共享呼叫状态相关消息。消息由计算机解释，其产生站状态信息和管理信息，例如处理的呼叫数，每个呼叫的平均保持时间等。计算机可以经由ISDN用户线同时连接到多个中心局，并产生管理信息用于一组地理上分离的代理商，例如从其个人住宅运营并连接到不同中心局的家庭电话销售代理。基于生成的状态和管理信息，计算机通过选择连接到不同交换机的代理来处理来话呼叫并向ISDN交换机发送适当的消息以使交换机向所选择的代理传送来话呼叫来执行呼入管理功能。此外，计算机通过发起呼出呼叫并且使交换机将应答方连接到任何交换机上由计算机选择的代理来执行呼出呼叫管理功能。

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