ACD WITH PACKET DATA BASED AGENT INTERCONNECT

摘要

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.