05062103 is referenced by 151 patents and cites 15 patents.

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 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.

Title
Telephone agent call management system
Application Number
7/291813
Publication Number
5062103
Application Date
December 29, 1988
Publication Date
October 29, 1991
Inventor
Diana S Winter
Chicago
IL, US
Wayne A Davidson
Winfield
IL, US
Agent
Werner Ulrich
Peter Visserman
Assignee
AT&T Bell Laboratories
NJ, US
IPC
H04J 3/02
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