System for coordinating calls between an adjunct device and...

Details System for coordinating calls between an adjunct device and... System for coordinating calls between an adjunct device and...

H - Electricity

04

M

H04M 3/54 (2006.01) H04M 3/50 (2006.01) H04M 3/51 (2006.01) H04Q 3/00 (2006.01)

Patent

CA 2244819

In the system of the invention the adjunct device is connected to the switching system over two connections. The first connection is a voice channel consisting of an analog line capable of transmitting voice but not call data such as called party number, calling party number or the like. The second connection is a data connection via an Ethernet channel between the switch and adjunct that transmits call data but is incapable of transmitting voice. The call data is logically associated with the voice call at both the adjunct and switching system. As a result, transaction data related to a voice call can be forwarded to an agent station or other terminal when the voice call is transferred from the adjunct to the agent station. This system eliminates the need to recreate the transaction data when a call is transferred while using inexpensive analog connections for the voice call.

Dans le système de l'invention, le dispositif adjoint est connecté au système de commutation par l'intermédiaire de deux connexions. La première de ces connexions est une voie téléphonique utilisant une ligne analogique capable de transmettre des conversations, mais non des données d'appel telles que le numéro de l'abonné demandé, le numéro de l'abonné demandeur, etc. La seconde connexion est une connexion de transmission de données sur une voie Ethernet entre un commutateur et un dispositif adjoint qui peut transmettre les données d'appel, mais non les conversations. Les données d'appel sont associées logiquement à la conversation au dispositif adjoint et au système de commutation. Comme résultat, les données de transaction reliées à un appel peuvent être transmises à une station de service ou un autre terminal quand l'appel est transféré du dispositif adjoint à la station de service. Ce système élimine l'obligation de recréer les données de transaction quand un appel est transféré alors qu'on utilise des connexions analogiques peu onéreuses pour l'appel.

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