Title :
Automatic call distribution using the ISDN basic rate interface
Author :
Bose, R. ; Davidson, W.A.
Author_Institution :
AT&T Bell Labs., Holmdel, NJ, USA
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;
Conference_Titel :
Communications, 1991. ICC '91, Conference Record. IEEE International Conference on
Conference_Location :
Denver, CO
Print_ISBN :
0-7803-0006-8
DOI :
10.1109/ICC.1991.162500
