Patent ID: 6122364
Filing Date: 2000-09-19
Classification: H04M,Y10S

Abstract:
A call servicing system comprising:a plurality of customer switches configured to direct calls to and from customers;a plurality of agent terminals for use by service agents and connected via at least one of a plurality of local switches without Automatic Call Distribution (ACD) functionality;network switching means, connected to the customer switches, for receiving a call from one of the customers;call transferring means, connected to the network switching means and to the agent terminals via a data network, for routing the call to the service agents; andAutomatic Call Distribution (ACD) server means, connected to the network switching means, the call transferring means, and the agent terminals via the data network, includingmeans for selecting one of the service agents who can service the call, andmeans for controlling the call transferring means to forward, via the data network, the call to one of the agent terminals associated with the selected service agent.