US5459780A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Work at home agent ACD call distribution
Assignee: AT&T Inc
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Filing: 1994-01-31
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Granted: 1995-10-17
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Expires: 2014-01-31
Abstract
Abstract An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Call set-up time is reduced by establishing longer term connections between the ACD and the remote server and using these connections for a plurality of calls; such connections are established or disconnected when the traffic level suggests the desirability of having more or fewer remote servers. Advantageously, ACD service can be provided efficiently and economically from a remote server.
Inventors
- 👤 Paul R. Sand
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-25 11:33
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5125; H04M3/523; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0029; H04M2203/00; H04M2203/60; H04M2203/6018; H04M3/22; H04M3/36; H04M3/5175; H04M3/5183; H04Q2213/00; H04Q2213/13072
Claims Analysis
Total Claims: 11
Claim 1
Independent Claim
125 words
A method of providing automatic call distribution (ACD) service, for incoming calls received at an ACD system, from an agent station not served by a switch for serving said ACD system, comprising: responsive to receipt of a call by said ACD system, establishing an audio connection from said incoming ACD call to said agent station for serving said call via a public switched telephone network, said audio connection comprising an audio path via said public switched telephone network for connecting said ACD system to said agent station, wherein said audio path is not part of an integrated voice/data path; and following a disconnect of said call, retaining said audio path for use in serving a subsequent call, to said ACD system, by said agent station.
Claim 2
Independent Claim
125 words
A method of providing automatic call distribution (ACD) service, for incoming calls received at an ACD system, from an agent station not served by a switch for serving said ACD system, comprising: responsive to receipt of a call by said ACD system, establishing an audio connection from said incoming ACD call to said agent station for serving said call via a public switched telephone network, said audio connection comprising an audio path via said public switched telephone network for connecting said ACD system to said agent station, wherein said audio path is not part of an integrated voice/data path; and following a disconnect of said call, retaining said audio path for use in serving a subsequent call, to said ACD system, by said agent station.
Claim 3
Independent Claim
135 words
A method of providing automatic call distribution (ACD) service for incoming calls received at an ACD system, from an agent station not served by a switch for serving said ACD system, comprising: responsive to a need detected in said ACD system, establishing an audio path between said ACD system and an agent station of said ACD served by a different switching system, said audio path being established via a public switched telephone network, wherein said audio path is not part of an integrated voice/data path; establishing a subsequent connection for a call to said ACD system, to be served from said agent station, by connecting said call to said audio path; and upon disconnecting said call, retaining said audio path for use in serving a subsequent call, to said ACD system, by said agent station.
Claim 4
Independent Claim
135 words
A method of providing automatic call distribution (ACD) service for incoming calls received at an ACD system, from an agent station not served by a switch for serving said ACD system, comprising: responsive to a need detected in said ACD system, establishing an audio path between said ACD system and an agent station of said ACD served by a different switching system, said audio path being established via a public switched telephone network, wherein said audio path is not part of an integrated voice/data path; establishing a subsequent connection for a call to said ACD system, to be served from said agent station, by connecting said call to said audio path; and upon disconnecting said call, retaining said audio path for use in serving a subsequent call, to said ACD system, by said agent station.
Claim 5
Dependent Claim
23 words
The method of claim 2 further comprising the step of: responsive to a path disconnection request from said agent station, disconnecting said path.
Claim 6
Dependent Claim
18 words
The method of claim 3 wherein said agent station is programmed to selectively automatically generate said disconnection request.
Claim 7
Dependent Claim
23 words
The method of claim 2 further comprising: responsive to a decrease of a number of simultaneous calls to said ACD, disconnecting said path.
Claim 8
Dependent Claim
24 words
The method of claim 2 wherein said path is established in response to an increase of a number of simultaneous calls to said ACD.
Claim 9
Dependent Claim
27 words
The method of claim 2 wherein said path is established in response to a decrease in the number of agent stations logged on to said ACD system.
Claim 10
Dependent Claim
34 words
The method of claim 2 wherein said agent station communicates control information over a data link to a home agent server for informing said ACD system of an availability status of said agent station.
Claim 11
Dependent Claim
25 words
The method of claim 2, further comprising the step of: prior to establishing said audio path, receiving a log on request from said agent station.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1998-10-16 | 1999-04-17 | 1999-10-17 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2002-10-16 | 2003-04-17 | 2003-10-17 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2006-10-16 | 2007-04-17 | 2007-10-17 | $7700.00 | Window Closed / Lapsed |