SYSTEM AND METHOD FOR SELECTING AGENT DESTINATIONS AND MONITORING CALLS MADE TO NETWORK CUSTOMER

摘要

A system of the present invention selects agent destinations and monitors calls made from a caller through an intelligent call processing network to a network customer. A plurality of home agents, such as part of a telemarketin g system, are located at respective home premises and receive routed calls. A customer routing point responds to call queries transmitted from the intelli gentcall processing network and routes the call to the d esired home agent. A management information server is connected in communication to the customer routing point for storing call routing and agent call-handling information. At least one agent manager is connected in communication to at least one of the home agents for monitoring the home agent and maintaining agent availability, rou tingconfigurations and statistical information concernin g log-in and usage. Each agent manager is interconnected with the customer routing point for transmit tingagent availability and routing configurations to the customer routing point.