Agent communication arrangements for telecommunication systems

Details Agent communication arrangements for telecommunication systems Agent communication arrangements for telecommunication systems

H - Electricity

04

Q

344/28

H04Q 3/42 (2006.01) H04M 3/51 (2006.01) H04Q 11/04 (2006.01)

Patent

CA 1252871

- 43 - AGENT COMMUNICATION ARRANGEMENTS FOR TELECOMMUNICATION SYSTEMS Abstract An operator or agent position, for use by a telephone assistance operator or an agent of a business, communicates with the circuit and packet switching network of a telecommunication switching system using an Integrated Services Digital Network (ISDN) B-channel and D-channel. The switching network is connected to customers, positions, data communication paths to data bases, and a data path to a control processor of the system. The B-channel is connected through a circuit switching network to a customer. The D-channel is connected through a packet switching network to the control processor and to data bases. Advantageously, the positions can be located remotely from the switching network because only a single integrated facility is required to transmit the integrated voice and data signal between a position and the network. Advantageously, a variety of data bases can be rapidly and efficiently accessed by a position.

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