Abstract: An apparatus and method are provided for identifying a call record of a telephone call received from a PSTN and overflowed from a source automatic call distributor to a destination automatic call distributor, the call record having been stored under a call identifier of the source automatic call distributor in a memory of a host computer serving both the source automatic call distributor and the destination automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including a call identifier assigned by the source automatic call distributor and an identifier of the source automatic call distributor. An overflow request is transferred over an ISDN facility to the destination automatic call distributor including the call identifier.

Abstract: A service evaluator system and method for evaluating, based on DNIS numbers, incoming telephone calls routed through a telephonic switch, such as an automatic call distributor (ACD) 100 is provided. Supervisory personnel select one or more dialed number identification service (DNIS) numbers for evaluation via a supervisory terminal 108. A DNIS evaluator circuit 120 of the ACD 100 stores the selected DNIS numbers. When a DNIS incoming telephone call is received by the ACD 100, the DNIS evaluator circuit 120 collects the DNIS number transmitted with the call. The DNIS evaluator circuit 120 determines whether any of the selected DNIS numbers match the collected DNIS number. If one of the selected DNIS numbers matches the collected DNIS number, the supervisor is connected to the call, preferably in a nonintrusive manner.

Abstract: An automatic call distributor (10) with a switch (12) which interconnects customer telephonic units (14A) of an external telephonic network (14B) with an internal network of agent units (16) having an automated call servicing system including a voice response unit (18) with a plurality of stored scripts for servicing different types of calls from customers automatically in response to call type identification signals, such as Dial Number Identification System (DNIS) numbers, corresponding to the different types of calls associated with the different stored scripts of the voice response unit (18) to automatically service a plurality of different types of calls without customer prompting while also functioning to respond to customer prompting when no DNIS number or other call type identification is provided with the call.

Abstract: An interface (204) for an automatic call distributor (102) which connects incoming telephone calls to selected ones of a plurality of agents provides communications with a host computer (108). An agent (112) communicates to the automatic call distributor (102) through a host terminal (104) connected to the host computer (108). The interface (204) permits the agent (112) to request the assistance of a supervisor (116), to initiate an emergency and to repeat an announcement. The interface (204) receives signals from the host computer (108) via a data link (110). The signals being representative of the desired function requested by the agent (112). The interface (204) conditions the signals for proper receipt by the automatic call distributor (102) such that the automatic call distributor (102) performs the requested function.

Abstract: An automatic call distributor 16 and method for routing incoming telephone calls from a central office telephone switching system 14 to a plurality of agent stations 18 and 20 and for providing different types of audio communications, preferably music, to incoming telephone calls based on the gate 28 and 30 through which the telephone calls are routed are provided. The automatic call distributor 16 includes a control computer 24 for routing incoming telephone calls to the gates 28 and 30. Music sources 38 and 40 generate predetermined types of music in response to the control computer 24. The music sources 38 and 40 are connected to the gates 28 and 30, respectively, to provide the predetermined types of music to incoming telephone calls routed through the respective gates 28 and 30.

Abstract: An automatic call distributor (10) with a plurality of subnetwork switches (14A, 14B) for interconnecting agent units (18A, 18B) with customer telephonic units (15) of an external telephonic network (16) and a host data base computer for storing customer information obtained from agents (18A, 18B) of all the subnetworks (11A, 11B) with an intersubnetwork transfer system for transferring customer information stored in the host data base computer and obtained from an agent (18A, 18B) of one of the networks (11A, 11B) to a display terminal (22B, 22A) of an agent (18B, 18A) of another one of the subnetworks (11B, 11A) by the method (FIG. 4) of conveying call identification information (FIG. 3) including both subnetwork switch port identification and subnetwork trunk identification to the host data base computer (12) for association with the stored customer information and to the other subnetwork (11B, 11A) during an intersubnetwork transfer.