Mohammed A Hussain

US Patent:

60553073, Apr 25, 2000

Filed:

Jun 28, 1996

Appl. No.:

8/672789

Inventors:

Frank Behnke - Belle Mead NJ
Brenda Casselman - Matawan NJ
Mohammed Hussain - Hamilton Square NJ
Shuhung Lo - Piscataway NJ
Suhasini V. Sabnis - Marlboro NJ
Kishor Shah - Parlin NJ
Gerald Michael Wert - New Providence NJ

Assignee:

AT&T Corp. - New York NY

International Classification:

H04M 342
H04M 700
H04M 300

US Classification:

379265

Abstract:

A system of the present invention selects agent destinations and monitors calls made from a caller through an intelligent call processing network to a network customer. A plurality of home agents, such as part of a telemarketing system, are located at respective home premises and receive routed calls. A customer routing point responds to call queries transmitted from the intelligent call processing network and routes the call to the desired home agent. A management information server is connected in communication to the customer routing point for storing call routing and agent call-handling information. At least one agent manager is connected in communication to at least one of the home agents for monitoring the home agent and maintaining agent availability, routing configurations and statistical information concerning log-in and usage. Each agent manager is interconnected with the customer routing point for transmitting agent availability and routing configurations to the customer routing point.