Automatic call distribution based on physical location of...

Details Automatic call distribution based on physical location of... Automatic call distribution based on physical location of...

H - Electricity

04

M

H04M 3/523 (2006.01) H04Q 3/66 (2006.01) H04M 3/42 (2006.01) H04Q 7/38 (2006.01) H04Q 7/22 (2006.01)

Patent

CA 2245305

Providing by a telecommunication switching system an automatic call distribution function using agents having wireless terminals by determining the location of the agents, determining the agents' skills, and routing calls to agents based on their physical location and the agents' skills. The telecommunication switching system determines the location of particular agents based on information obtained from wireless base stations. In addition, the telecommunication switching system transmits to the agent, who has been selected to help, the location where the agent is to go. This notification can be done utilizing a display on the wireless terminal or by using an audio message to the agent. Also, if an individual needing help goes off hook on a special wired telephone connected to the telecommunication switching system, the telecommunication switching system determines the location of the wired telephone and selects an agent who is then directed to the location of the wired telephone.

Fonction de répartition automatique d'appels fournie par un système de commutation. La fonction de distribution automatique est destinée à des agents se servant d'un poste sans fil. Elle détermine l'emplacement de ces agents et leur habileté, et achemine les appels aux agents selon leur emplacement et leur habileté. Le système de commutation détermine l'emplacement d'agents spécifiques selon les renseignements obtenus des stations de base sans fil. De plus, le système de commutation transmet à l'agent, qui a été choisi pour aider, l'emplacement où il doit se rendre. Cet avis peut être donné en utilisant un message audio ou un afficheur sur le poste sans fil. Si une personne ayant besoin d'aide se trouve en mode de décrochage sur un téléphone spécial à fil raccordé au système de commutation, ce dernier détermine l'emplacement du téléphone à fil et choisit un agent qui est alors dirigé à cet emplacement.

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