James E Shepard

US Patent:

56339240, May 27, 1997

Filed:

Dec 11, 1995

Appl. No.:

8/570138

Inventors:

Steven T. Kaish - Bridgewater NJ
Eugene P. Mathews - Barrington IL
Nigel G. Matson - Glen Gardner NJ
Carlos A. Perea - Bethlehem PA
George J. Ryva - Colts Neck NJ
James B. Shepard - Pickerington OH
Smita P. Sheth - Edison NJ
Robert J. Thornberry - Wheaton IL

Assignee:

Lucent Technologies Inc. - Murray Hill NJ

International Classification:

H04Q 364

US Classification:

379266

Abstract:

A plurality of telecommunication switches are coupled to agent communication terminals (ACTs) which are used by agents for handling incoming calls. An integrated control system is coupled to the ACTs and controls the distribution of incoming calls among the ACTs. An intelligent node in the system can access an agent queue that stores data indicating availability of ACTs to handle the call and a call queue which stores data concerning calls waiting for ACD service. A database stores processing instructions for the handling of incoming calls based on data contained in the agent and call queues, and subscriber specified instructions.

US Patent:

54757460, Dec 12, 1995

Filed:

Aug 17, 1994

Appl. No.:

8/291316

Inventors:

Eileen O. Miller - Short Hills NJ
James B. Shepard - Pickerington OH

Assignee:

AT&T Corp. - Murray Hill NJ

International Classification:

H04M 342

US Classification:

379201

Abstract:

A telephone subscriber to a long distance telecommunication system is permitted, in accordance with this invention, to enter changes in real time utilizing a conventional Touch-tone telephone to control the routing or handling of incoming calls. A real-time update network control point (RTU NCP) is accessed by subscribers and contains input steps which controls the entry of changes by the subscriber. Upon the completion of the entry by the subscriber of the desired changes in RTU NCP, the latter causes the changes to be transmitted to the subscriber's NCP (SUB NCP) which controls the processing of incoming calls to a directory number associated with the subscriber based on subscriber data stored in the SUB NCP. The SUB NCP data corresponding to the subscriber is modified in accordance with the changes, so that incoming calls will be handled in accordance with the changed subscriber data.