| 摘要 |
In a known automatic call distribution (ACD) suite comprising a PABX (10) and an associated ACD system (12), and limited to managing a work force of local agents, the ACD system distributes incoming external calls to a plurality of internal terminals (22) of the PABX (10) according to a predetermined set of rules. A teleworking facility is provided with a Computer/Telephony Integration controller (26) connected to the PABX and arranged to select an available one of a set (34) of the terminals (22) designated as "dummy" terminals, to receive the identity of a teleworking agent requesting work (or select the identity of a teleworking agent to be offered work), and to command the ACD system to record the teleworking agent's identity in association with the identity of the selected dummy terminal. When the controller detects that the ACD system has connected an incoming call to the selected dummy terminal, it commands the PABX to make an outgoing external call to the teleworking agent at the recorded remote terminal (36) and to join the two calls in conference mode. The call to the dummy terminal can be answered and put on hold until the teleworking agent answers and then joined, or it can be answered after the teleworking agent answers and then joined. The CTI controller can be arranged to initiate calls in a telesales mode. All working calls involving the teleworking agent originate at the call centre. Furthermore, the ACD system is commanded to record a teleworking agent's identity in association with a terminal identity, and in this way the ACD system will include the teleworking agent in its statistics measurements as if that teleworking agent were a local agent, and only the controller "knows" that the agent is a teleworking agent and that the terminal is a dummy terminal.
|
