Rockwell International Corporation

Other

Brian J Shapley

David J Adams

David L Blaha

Pramela M Ittoop

An automatic call distributor (10) with a switch (12) which interconnects customer telephonic units (14A) of an external telephonic network (14B) with an internal network of agent units (16) having an automated call servicing system including a voice response unit (18) with a plurality of stored scripts for servicing different types of calls from customers automatically in response to call type identification signals, such as Dial Number Identification System (DNIS) numbers, corresponding to the different types of calls associated with the different stored scripts of the voice response unit (18) to automatically service a plurality of different types of calls without customer prompting while also functioning to respond to customer prompting when no DNIS number or other call type identification is provided with the call.

Automatic call distributor with automated voice responsive call

An automatic call distributor (10A) with a multiport switch (12) which selectively interconnects agent telephonic units (18) of an internal telephonic network with an external telephonic unit (22) of an external telephonic network (24) and having at least one conference telephonic unit 20 interconnected with a port of the switch, an emergency key (40) on the agent unit (18) for requesting the ACD (10A) to automatically outdial and establish a two way voice path connection between another internal telephonic unit (20) and the requesting agent unit (18) to create a conference call. A memory (14) automatically stores information concerning conference calls.

Automatic call distribution system with emergency conferencing and method

An automatic call distribution system (10) with a multiport switch (12) which selectively interconnects telephonic units (16) of an internal network with a plurality of external units (13) of an external telephonic network (14) having an emergency recording system (11) with at least one recorder (18) interconnected with a port of the switch (12), establishing an informational group of units (14), an emergency key (32) on the console (30) of the unit (16) for requesting the recording of a call connected with the unit (16) in which a recorder (18) from a corresponding group is assigned to record the call at the requesting unit (16).

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Woodridge, IL, United States of America

Brian J Shapley