| 摘要 |
<p>A telephone agent availability monitoring system is disclosed for use in telephone switching networks known as 'automatic call distribution' systems (ACD's). The inventive monitoring system (22) automatically detects when a telephone headset is unplugged from its associated amplifier (20), and sends a signal via the agent's computer work station (11) to a central server (10) connected with telephone switching equipment (12). In the case of a wireless headset, a signal is sent when the headset travels out of communication range. The telephone switching equipment (12) can then route an ongoing call and/or future calls to other agents who are available, until the monitoring system detects that the headset (22) has been plugged back into the amplifier or traveled back into range, indicating that the agent is available again.</p> |
