Acd with packet data based agent interconnect

Details Acd with packet data based agent interconnect Acd with packet data based agent interconnect

H - Electricity

04

L

H04L 12/66 (2006.01) H04M 3/51 (2006.01) H04M 7/00 (2006.01) H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2322291

A method and apparatus for providing a voice path between a customer call connection (14) received from a public switched telephone network (16) at a switch (18) of an automatic call distributor (10) and an agent (12) of the automatic call distributor (10) at a remote location from the automatic call distributor (10) and also a data connection between a terminal (40) of the agent and a host (22) of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network (16) between the automatic call distributor (10) and agent at the remote location and establishing a voice internet protocol communication link between the automatic call exchange of voice information between the customer (14) and agent (12). The method further includes the step of establishing a data link between a database application (23) of the host (22) and a database application of the terminal of the agent through the dedicated connection.

L'invention concerne un procédé et un dispositif permettant d'assurer un trajet d'appel entre une connexion téléphonique d'abonné (14) depuis un réseau téléphonique public commuté (RTPC) (16), à un commutateur (18) de distributeur automatique d'appels (DAA) (10), et un agent (12) du DAA (10) en un point distant du DAA (10), ainsi qu'une connexion de données entre un terminal (40) de l'agent et un serveur (22) du DAA. Le procédé consiste à établir une liaison téléphonique spécialisée via le RTPC (16), entre le DAA (10) et un agent au point distant, et à établir une liaison de télécommunications à protocole Internet vocal entre un commutateur automatique d'appels téléphoniques, entre l'abonné (14) et un agent (12). Le procédé consiste ensuite à établir une liaison de données entre une application de base de données (23) du serveur (22) et une application de base de données du terminal de l'agent via la liaison spécialisée.

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