Switchless automatic call distribution system

Details Switchless automatic call distribution system Switchless automatic call distribution system

H - Electricity

04

Q

H04Q 3/64 (2006.01)

Patent

CA 2123326

An automatic call distributing system for automatically distributing telephone calls placed over a telephone network to one of several agent stations connected to the network. The system includes a call router device for directing incoming telephone calls to the agent stations. The agent stations have a plurality of agent states associated with their operation and provide agent state status messages including state transition notifications and state transition requests, and are responsive to forced response signals that force transitions in agent states. The call router device includes an agent station state manager that is connected to receive the transition notifications and transition requests from the agent stations and to provide forced response signals to the agent stations.

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