Teloquent Communications Corporation

Lawrence J Draginich

Jeffrey A Fried

Richard G Plummer

Peter N Vicars

Robert H Barkan

An automatic call distribution system routes calls from a communications network that provides call arrival data and a controllable routing capability. The system includes several agent stations, a call server, and a routing controller. Each agent station has a processor and a communication element to receive calls routed thereto. The call server uses telephony lines to receive the call arrival data and to direct the routing capability of the network. The call server has a caller prompting unit to request and receive information from a caller. The call server generates call information from the information from the caller and/or the call arrival data. The routing controller receives agent status data from the agent stations and the call information and selects an agent station from the call information and the agent status data. The routing controller causes the call server to direct the network to route the call to the selected agent station.

Automated call routing system

A system for establishing a telephone call between an outside telephone and an agent station, the outside telephone is associated with an outside computer that is connected to a public computer network and is used to request a call with an agent. The request is received at a server connected to the public computer network and is communicated by the server to a call router that is connected to a telephone network and monitors the status of agent stations connected to the telephone network. The call router identifies an available agent station, and signals are sent to establish a telephone call from the outside telephone to the available agent.

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Boxford, MA, United States of America

Lawrence J Draginich