Patent ID: 6928155
Filing Date: 2005-08-09
Classification: H04M,H04Q

Abstract:
1. A method for incorporating functions of an automatic call distribution system in an interactive voice response system that is called and controlled by communication terminal equipment of a communication network, the method comprising the steps of: directly coupling the automatic call distribution system and the interactive voice response system; connecting both the interactive voice response system and the automatic call distribution system to a communication system of the communication network; connecting at least one agent communication terminal equipment to the communication system; allocating the at least one agent communication terminal equipment to the automatic call distribution system; influencing the interactive voice response system by the communication terminal equipment wherein the interactive voice response system communicates a request for reserving an available one of the at least one agent communication terminal equipment to the automatic call distribution system; reserving, via the automatic call distribution system, the available one of the at least one agent communication terminal equipment; and transferring, given the request for reserving, and reservation of, the agent communication terminal equipment, by the communication system and outside of the automatic call distribution system the communication terminal equipment from the interactive voice response system to the reserved agent communication terminal equipment.