Patent ID: 6801620
Filing Date: 2004-10-05
Classification: H04M

Abstract:
A method of establishing a telephone call from a caller's station to an Automatic Call Distributor (ACD) Agent Position, comprising the steps of:establishing a connection between said caller station and an Agent position of a first ACD; in response to signals from said first Agent position, establishing a data connection between said first Agent position and a user controller of a second ACD; accessing queuing data of said second ACD over said data connection: responsive to receipt of said queuing data, transmitting commands from said Agent position to said user controller of said second ACD; combining said commands with said queuing data to select an Agent position in said second ACD; and establishing a connection between said caller telephone and said Agent position in said second ACD; said Agent position of said second ACD selected in conformance with said commands and the queuing data.