TELEPHONE AGENT CALL MANAGEMENT SYSTEM

摘要

An automatic call distributing system for automatically distributing telephone calls placed over a network to one of a number of agent stations connected to the network via network service interfaces and providing agent status messages to the network. The system includes a receiver connected via a network service interface to the network for receiving the agent status messages and call arrival messages from the network indicating that incoming calls have been made on the network. The system also includes a routing system that is responsive to the receiver for generating a routing signal provided to the network to cause the network to establish a connection directly between the incoming call and an agent station through the network so that the connection is external of the routing system.