A method for providing an ACD service for a call center, and a work at home ACD agent network with a cooperative contol (ACD)

摘要

A method and apparatus are disclosed for adapting an exchange to provide automatic call distribution (ACD) services in an agency as well as an agency. The remote agency is serviced by an exchange other than the exchange servicing the ACD. The remote agent station is connected by a data connection that sends the agent status information to the ACD exchange. The data connection is terminated in the server system that maintains the agent state information for the remote agency. When the ACD requests an indication of an available remote agency, it is supplied by the server system. Advantageously, the server system may be programmed to select a remote agency according to the wishes of the ACD customer. Advantageously, with this arrangement, the remote agency can service the ACD caller in the same way that the local agency services the caller, allowing the remote agent to work elsewhere, including at home, for example, The ACD owner will also be made available to the special features or knowledge of the selected remote agent.