AUTOMATIC CALL DISTRIBUTION SYSTEM USING ISDN PRI TWO B-CHANNEL TRANSFER

摘要

An automatic call distribution (ACD) system connected to a switch in a telephone network over an ISDN PRI interface. The ACD system receives a customer call and determines which agent should handle the call. The ACD system places an outgoing call to the agent. When the agent answers, the ACD system exchanges ISDN PRI Two B-Channel Transfer (TBCT) messages with the switch to cause the incoming customer and outgoing agent calls to be directly connected. When the incoming and outgoing calls are directly connected, the ACD is disconnected from both calls. The ACD is notified when the call between the agent and the customer is cleared.