Automatic call distribution using the ISDN basic rate interface

Author

Bose, R. ; Davidson, W.A.

Author_Institution

AT&T Bell Labs., Holmdel, NJ, USA

fYear

1991

fDate

23-26 Jun 1991

Firstpage

969

Abstract

An ISDN application that combines Q.931 messages on the basic rate interface (BRI) with features of the 5ESS switch to provide automatic call distribution capabilities for small telemarketing centers is described. A personal computer equipped with a BRI card and custom software acts as an intelligent ISDN terminal. By sharing call appearances with ISDN and analog agent sets connected to subscriber loops on the same switch, the PC provides call distribution features and management information systems reports via intelligent interaction with Centrex features of the 5ESS switch. The architecture allows for enhancements based on calling number information and for integration with other telemarketing computers and voice mail systems

Keywords

ISDN; automatic telephone systems; microcomputer applications; telecommunications computing; 5ESS switch; BRI card; Centrex; ISDN basic rate interface; Q.931 messages; analog agent sets; automatic call distribution; calling number information; custom software; intelligent ISDN terminal; intelligent interaction; management information systems reports; personal computer; small telemarketing centers; subscriber loops; Application software; Computer architecture; ISDN; Intelligent agent; Intelligent systems; Management information systems; Microcomputers; Subscriber loops; Switches; Voice mail;

fLanguage

English

Publisher

ieee

Conference_Titel

Communications, 1991. ICC '91, Conference Record. IEEE International Conference on

Conference_Location

Denver, CO

Print_ISBN

0-7803-0006-8

Type

conf

DOI

10.1109/ICC.1991.162500

Filename

162500