TELEPHONE AGENT MANAGEMENT INFORMATION SYSTEM

摘要

A computer connected to an ISDN switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messagesfrom the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may beconnected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices.