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Automatic Call Distribution Management Station Display System

IP.com Disclosure Number: IPCOM000080363D
Original Publication Date: 1973-Dec-01
Included in the Prior Art Database: 2005-Feb-27
Document File: 2 page(s) / 68K

Publishing Venue

IBM

Related People

Carthew, J: AUTHOR [+2]

Abstract

This automatic call distribution (ACD) system is usable in a telephone network provided with a computerized switching control, and includes an automatic distribution of calls between various agent desks. This system allows adjustment of the ACD grade of service according to prevailing traffic requirements. For this purpose, the ACD Manager operates a terminal connected with the computer. In the latter, suitable programs control the distribution of the calls and the handling of the management operations.

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Automatic Call Distribution Management Station Display System

This automatic call distribution (ACD) system is usable in a telephone network provided with a computerized switching control, and includes an automatic distribution of calls between various agent desks. This system allows adjustment of the ACD grade of service according to prevailing traffic requirements. For this purpose, the ACD Manager operates a terminal connected with the computer. In the latter, suitable programs control the distribution of the calls and the handling of the management operations.

The terminal is preferably a 32-position terminal which provides realtime display of items essential to the ACD service. This realtime display is done on request of the manager and allows him to take immediate action. One 32- position terminal is required per ACD group for the management control of this ACD group. Each position includes a key for sending a signal to the computer and a lamp which receives, from the computer, signals setting this lamp in one of the states WINK, BLINK, Q.F. (QUICK FLASH). There is no connection between a key and the corresponding lamp. All correspondence is established by information registered in the memory of the computer, and an answer to a question asked by means of a key, can be given by a lamp set in another position.

The function of each position is preassigned by the ACD system. The main functions provided by the management terminal are: - agent display - call orig...