1
Joylee E Kohler, Eugene P Mathews, Robert D Nalbone, Craig F Palmer: Automatic call distribution based on matching required skills with agents skills. AT&T Bell Laboratories, Michael A Morra, April 27, 1993: US05206903 (569 worldwide citation)

Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the ...


2
Rainie M Bicknell, Barbara J Kittredge, Craig F Palmer, Robert L Young: Arrangement for providing a call-connection service. American Telephone and Telegraph Company, AT&T Information Systems, AT&T Bell Laboratories, David Volejnicek, January 23, 1990: US04896350 (16 worldwide citation)

In a private communication network (10) served by a provider of call interconnection services, e.g., a carrier service node (15), the number of trunks (50-52) used within a call path is reduced without affecting the private nature of the private network. The service provider serves customer calls by ...


3
Rainie M Bicknell, Barbara J Kittredge, Craig F Palmer, Robert L Young: Arrangement for providing a call-connection service. AT&T Bell Laboratories, David Volejnicek, February 1, 1994: USRE034529

In a private communication network (10) served by a provider of call interconnection services, e.g., a carrier service node (15), the number of trunks (50-52) used within a call path is reduced without affecting the private nature of the private network. The service provider serves customer calls by ...