| 摘要 |
A system and method for concurrent delivery of voice and text data to a service agent including a failure management system using an advanced intelligent network based information distribution system is provided. The system includes a central office switching system, a network controller, at least one service switching point and at least one service transfer point. The system includes an intelligent peripheral/call server combination, responsively connected to, and disposed between, the network controller and the central office switching system, and external databases responsively connected to the intelligent peripheral/call server combination, storing subscriber specific data associated with each of the subscribers. The IP/call server acquires information from a customer regarding a subject telephone number and destination work center, and determines a proper network controller to route the customer initiated call. The network controller validates a customer entered NPA-NXX, and determines an appropriate central switching office system to route the customer initiated call, and processes a customer record, and requests subscriber specific data from at least one of the external databases. The IP/call server receives and processes the request for the subscriber specific data from the at least one of the external databases. The network controller completes processing of the customer record, and the customer initiated call is transferred to a queue in an appropriate central switching office system. The customer specific data is sent to an agent system via the IP/call server, and the customer initiated call is completed to the agent via the appropriate central office switching system, delivering concurrently voice and data to the agent.
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