CA2004275C - Telephone agent call management system - Google Patents

Abstract

Abstract A computer connected to an ISDN central office switch via an ISDN
digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between theISDN switch and each of the agent stations. The messages are interpreted by the computer, which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN
subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices. Based on the generated status and management information, the computer performs an incoming call management function by selecting agents connected to different switches for handling incoming calls and transmitting to the ISDN switch appropriate messages for causing the switch to transfer incoming calls to the selected agents. Additionally, the computer performs an outgoing call management function by initiating outgoing calls and causing the switch to connect an answering party to an agent, selected by the computer on any of the switches.

Description

20~75 TELEPHONE AGENT CALL MANAGEMENT SYSTEM

Field of the Invention The invention relates to the automatic handling of calls for a plurality of agent stations. More particularly, the invention pertains to an agent call 5 managernent arrangement which is not an integral part of the switching system to which the agent stations are connected.
Back~round of the In~ention Sorne cornpanies such as retail stores, rnay ernploy a nurnber of - -telephone agents for answering inquiries, taking orders, doing telernarketing and the 10 like. Incorning calls to a publicized directory nurnber are cornmonb distributed to telephone answering agents by the central of fice or PBX switching system to which the ~gents are connected. This can be done in accordance with a predefined algorithm, such as forwarding the next call to the agent who has been idle the longest. Call distribution scheraes which are integral to a central office require 15 significant overhead and are expensive on a per-agent basis when the nurnber of agents is relatively srnall. Call distribution may be provided by custorner premises PBX systems and key telephone systems. However, such prior art systems require telephone switching equipment on customer premises and rnay require special interfaces to a telephone central office. For a sraall cornpany with a limited number 20 of lines, the PBX systems and even!the key systems can be expensive on a per-line basis. Systems for handling outgoing calls for telemarketing agents are known aswell. One known systern employs a computer which places calls to a list of custorrers by means of autornatic dialing equiprnent and employs signal detection circuitry to determine when a called party answers. A switch on custorner premises 25 is used to connect the telephone lines to the agents. Problerns of the prior art outgoing call management systerns are the cost and inflexibility of the special equipment, such as additional switching equipment, which the customer has to . :' : ; :

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Summary of the Invention In accordance with this invention, a computer connected to a switching 5 system dist;ibutes incoming calls among a plurality of telephone agent stations or assigns outgoing calls to agents using call related data received from the switch. In accordance with one aspect of this invention, the computer is connected to a switching system adapted for the Integrated Services Digital Network (ISDN) by means of an ISDN subscriber line. Using a feature of the switch known as the ISDN
10 shared call appearance, the computer receives messages from the switch which are representative of call handling information transmitted between the switching system and each of the individual agent stations. In this manner, tne computer derives information about the availability of each of the agent stations. In a particular embodiment of the invendon, all incoming calls for the agents are directed to the 15 computer by the switching system and the computer transfers the incoming calls to a telephone agent selected by the computer based on agent availability information.
The computer also has the capability to initiate outgoing calls to predefined customer directory numbers using standard ISDN messaging and receives the standard call handling messages generated by the switching system, including a message 20 indicadng that the called party has answered. Thereafter, the computer transmits an ISDN message to the switching system causing it to interconnect an agent selected by the computer with the answering party. In accordance with this invention, thecomputer manages calls for a plurality of agents by selecting available agents and distributing the calls to the agents by the sending of standard ISDN messages to the 25 switch. Advantageously, the computer selects agents on the basis of information provided by the switching system through which the call is established, rather than on the basis of information detected from a subscriber line used in a call, as is common in prior art systems. Furthermore, all of the switching functions are performed by thc switching system handling the calls rather than by an auxiliary30 switch such as the one employed in key systems.
In accordance with another aspect of the invendon the computer may be connected to more than one switching system by means of ISDN subscriber lines, thereby sharing call appearances with a number of agent stations connected to different switching systems. This arrangement is particularly advantageous in an35 environment whcrein agents are working out of their homes or several of ficesscattered throughout a geographical area, and connected to different central of fices.
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Particularly, the computer collects agent status information through the shared call appearance feature of each of the several of fices to which it is connected.
. Furthermore, incoming calls to a general directory number at a first ISDN of fice to - which the computer is connected may be forwarded under control of the computer to 5 agents connected to the sarne or different central of fices. This is accomplished by establishing a call from the computer through the first of fice to an agent connected to the second of fice and causing the first of fice to bridge the incoming call and the Y agent call. Advantageously, the computer may make outgoing calls through any of fice to which it is connected by means of the ISDN line and setup outgoing calls 10 for agents connected to several different central of fices and located geographically remote from the computer.
It is a particular advantage of this invention that the handling of calls for a plurality of agents is done inexpensively by means of a computer such as a personal computer rather than more expensive special purpose equipment as is 15 known in the prior art. It is a further specific advantage of this invention that a single computer can manage incoming and outgoing calls for remotely located agents connected to different central of fices.
In accordance with another aspect of the invention, the computer is connected to the ISDN line by means of a known ISDN/computer interface which 20 translates ISDN messages into computer messages and vice versa. Advantageously, the computer therefore communicates directly with the central of fice and does not need to use automadc dialers or other external equipment commonly used in the prior art. Neither is special signal detecdon equipment or the like required in order to determine whether a called party has answered. In accordance with this invention, 25 the computer is responsive to standard ISDN messages from the switch to ascertain that the called party has answered and acts to connect an agent to the established call.
Brief DescriPtion of the Drawin~ . .;
The invendon may be better understood from the following detailed description when read in conjuncdon with the drawing in which:
PIG. 1 is a representation of an ISDN switch together with a plurality of agent stations and a computer, connected to the switch via individual subscriberlines;
FIG. 2 is a representadon of a plurality of ISDN switches and agent stations, and a computer connected to each of the switches via individual subscriber 35 lines; .

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Xc~ 75 FIG. 3 is a block diagram representation of the computer of the arrangements of FIGS. 1 and 2;
FIGS. 4 through 8 are flow chart representations of functions performed by the computer in deAving agent station operational data;
FIG. 9 is a flow chart representation of functions performed by the computer with respect to incoming calls; and FIG. 10 is a flow chart representadon of functions performed by the computer with respect to outgoing calls.
Detailed Description FIG. 1 is a representation of an illustrative telecommunication system including agent stations 120 and an agent call management arrangement separate from the switching system. The agent call management arrangement includes a computer 101 which is connected via a standard ISDN digital subscriber line 104 to an ISDN central of fice switch 110. A company may employ a number of agents at 15 the companies premises which may be its business of fice. Typically, a company will advertise one or more telephone numbers to which customers or prospective customers may place calls in order to obtain more information about a product orservice of the company or to place orders. Several agents may be required to answer the calls directed to the published telephone number and typically the incoming calls 20 are distributed among the several agents by means of a switching system. In accordance with the present invention, all calls to a published number or several different published numbers are routed from the ISDN switch 110 to the computer 101 via a standard ISDN subscriber line, which may have multiple call appearances. Additionally, the computer, by means of the ISDN shared call 25 appearance feature, receives associated messages from the switch which correspond to call handling messages exchanged between the switch and each of the agent stations 120. The computer interprets the associated shared call appearance messages and generates and records data relating to the operational state of each of tho agent stations 120. When a call is received by the ISI)N switch, for example30 from one of the subscriber stations 105, connected to the switch via subscriber lines 101 or a call is received via an interoffice trunk such as one of the trunks 130, a connection is set up between the incoming line or trunk and the ISDN subscriber line 104 connected to the computer 101. The computer 101, on the basis of information cdlected with respect to the operational state of the agent stadons 35 sdects one of the agent stations to handle the call. Tho computer originates a call through the ISDN switch 110 to the selected one of the agent stations 120 and 2~ 2~, s -transmits an ISDN explicit transfer message to the switch 110 via subscriber line 104. The switch responds to the message by connecting the incoming call to the selected agent station and clearing the connections to the computer. In this arrangement, the ISDN switch functions simply to route and interconnect calls. The .5 functions of selecting agents and distributing incoming calls to the agents is perforrned by the computer 101, connected to the switch via a standard ISDN
telephone subscriber line.
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-.The computer 101 also has the capability of making outgoing calls when provided with a list of customer numbers to be called. The computer 101 originates 10 an outgoing call by transmitting standard ISDN messages via subscriber line 104 through switch 110, for example, to one of the stations 105 or, over one of the interoffice trunks 130 and another central of fice, to a selected customer station.
.~When the customer answers the call, switch 110 will transmit the ISDN CONNECT
message to the computer 101, which will select an available one of the agents 120 ~,lS and initiate a call through switch 110 to the selected agent stadon. Thereafter, the computer transmits the ISDN TRANSFER message to the switch causing the switch to establish the necessary connecdon between the two calls in a known manner. The agent stadons 120 may have associated computer display terrninals 122 connected to the ISDN stadon set via a well-known RS232 connecdon for supporting data 20 communicadons through the stadon set over the ISDN line 103 in a well known manner. The computer 101, may provide customer profile data to the agent displayterminal as part of the funcdon of handing off the customer to the agent. The data may be transmitted by establishing a data call through the ISDN switch 110 to the computer display terminal 122. In this illustrative system, the line connecdng the ;
25 computer 101 to the switch is a standard ISDN line. However, one or more of the agent stations 120 may be analog stadons and the lines 103 between the agent stations 120 and the switch 110 may be analog lines. In that case, the switch will send analog signals to the analog stadon and ISDN associated messages to the computer and the display terminals may be connected to the switch by data modems30 in a well known manner.
The ISDN switch 110 may be a well-known telecommunication switch adapted for use in the Integrated Scrvices Digital Network. One such switch is disclosed in U.S. Patent 4,592,048 of M. W. Beckner et.al., entitled "IntegratedPacket Switching and Circuit Switching System". The system includes a 35 controller 112 which controls the interchange of ISDN messages between the switch 110 snd tho agent stations 120 as well as th: comput 101 and other " '' ''; '''' . . . -- .

2C~2~75 stations 105. A network 113 functions under control of controller 112 to provide the necessary interconnections within the switch 110. The agent stations 120 and subscriber stations 105 may be any well-known ISDN stations adapted to interfacevia an ISDN digital subscriber line with an ISDN switching system or standard S analog stations. The interface between an ISDN station and an ISDN switch is specified generally by the International Telegraph and Telephone Consultative Committee (CCIl~I~ and more specifically defined in a document entitled "SESS
Switch ISDN Basic Rate Interface Specification" published by AT&T in 1985. This document specifies the messages that are transn~itted from the switch to the ISDN
10 station, also refelTed to as an ISDN terminal, as well as the messages that are expected to be transmitted from the terminal to the switch. The interface between the switch arld the terminal is referred to as an ISDN basic rate 2B+D interface. The 2B+D designation refers to the two 64 kilobit channels for the transmission of encoded voice or data and the 16 kilobit D-channel used primarily for the 15 transmission of control messages, contained in the ISDN subscriber line. In a typical scenario, the ISDN switch responds to an incoming call directed to a connected subscriber station by transmitting a SETUP message to the station. The stadon responds with an ALERTING message indicating that an alerting signal is being generated at the stadon. This will be followed by a CONNECT message when the 20 stadon goes off hook. A DISCONNECT message may be transmitted from the switch to the terminal or vice versa depending upon whether the calling terminal or the called terminal initiates the disconnect.
The aforementioned Basic Rate Interface document includes key system features, defining interactdons between key systems and the central office switch for 25 two or more associated telephone terminals sharing call appearances. As described in the afore referenced interface documents, so-called associated messages are sent fiom the central office switch to each of the associated telephone terminals. Asmentdoned above, ISDN call handling messages such as call SETUP, ALERTING, CONNECT, DISCONNECT, etc. are transmitted between the switching system and 30 the telephone terminal. Associated messages are messages transmitted to an associated terminal and correspond to certain of the messages transmitted between a principal terminal and the switch. For example, when a call is extended to one of the agent stations 120, the agent station and the computer 101 will both receive a call SEI UP message. Only the agent terminal will respond to the message. Thereafter 35 the switch communicates with the agent terminal and transmits associated messages to the computer, which interprets the associated messages and generates data X~L/~ 27~

- defining agent station activity.
FIG. 2 is a block diagram representation of a plurality of ISDN
switches 210, 211 and 212 which have the same characteristics as switch 110 of FM. 1. Each has a plurality of agent stations 220, 230 and 240 connected thereto, respecdvely. The switches 210, 211 and 212 may be situated in geographically separated locations and the agent stations 220, 230 and 240 may all belong to one company having agents operating out of geographically separated of fices or agents' homes. The agent stations may be either analog stations connected via an analog " subscriber line or digital stations connected via an ISDN line. The stations 220, 230, ~ -- lû 240 may include a data display terminal such as the display tenninal 122 of FIG. 1.
A computer 241 is connected to each of the switches 210, 211 and 212. The computer 241 may be connected to switch 212 via a standard ISDN line 277 and to r switches 210 and 211 via foreign exchange lines 270 and 271, respectively. Foreign exchange lines are subscriber lines from a distant central of fice, frequently located in 15 another city. An ISDN foreign exchange line, is a subscriber line from a distant ISDN switching of fice having the same characteristics and protocols as a standard ISDN line described in the aforementioned Basic Rate Interface document. By means of the subscriber lines between each of the switches 210, 211 and 212 and the 3 computer 241, the computer can share call appearances with the agent stations . 20 connected to each of the switches. On the basis of associated ISDN messages received from each of these switches, the computer 241 generates activity data with respect to each of the agent stations connected to each of the switches. When anincoming call to a published directory number is received, for example in switch 212, the call may be routed to computer 241 which will select one of the 25 agent stations connected to any one of the switches to which the computer has a connection. For example, the computer 241 may select one of the agent stations 220 connccted to the switch 210. The computer 241 will initiate a call via ISDN
switch 212 and ISDN switch 210 to the selected one of the agent stadons 220 and cause the switch 212 to interconnect the two calls. The ISDN switches 210, 211 30 and 212 are interconnected in the customary fashion of central of fices. Each of the switches 210, 211 and 212 has a plurality of subscriber lines and interoffice trunks 215,216 and 217, respectively which connect to other subscriber lines and to other central of fices. For outgoing calls to preselected customers, the computer 241 is able to place calls by transmitting the appropriate ISDN messages via the standard -ISDN subscriber line 277 or the foreign exchange lines 270 and 271. A call will be `
set up between the computer and the called party through the selected switch. By :

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.- way of example, if the computer 241 were to extend a call through ISDN switeh 211 via lines and trunks 216 to a selected customer, a connection would be set up in the switch 211 between the customers line or trunk and foreign exchange line 271. The i~ computer 241 might select one of the agent stations 220 to handle the call and ;~; 5 initiate a call between the computer and the selected one of the agent stations 220 via foreign exchange line 271, ISDN switch 211, one of the interoffice trunks 216 and ISDN switch 210. Subsequently, it will transmit a transfer message to the ISDN
switch 211 to establish the connection between the agent call and the customer call.
Similarly, the connection between the called customer and one of the agent , 10 stations 230 can be established through the ISDN switch 211 or with one of the agent stations 240 through ISDN switch 211 and ISDN switeh 212 using interoffice trunks ;j between the switches.
The computer 101 or computer 241 may be a well-known personal ~, computer such as the AT&T 6300 PLUS personal computer. FIG. 3 is a block 15 diagram representation of the computers of FIGS. 1 and 2, comprising a prograrn controller processor 300 for executing program sequences as depicted in FIGS. 4 through 10. The processor 300 is connected to one or more of the ISDN lines via commercia11y available interface eards 312. This may be the TET FOS ISDN PC
eard made by Teleos Communieadons Ineorporated, whieh provides signal 20 eompadbility between the ISDN line and the computer. The eomputer further comprises a memory 310 for storing programs and data such as the State Table, the State Change Table, the Call Log and the Stadon Acdvity Data. A eloek circuit 315 provides required eloek signals to the proeessor 300 and a dme-of day signal used in generadng dme stamps for use in dme reeording. The proeessor 300iS eonnected to 25 display, e.g. 108, via cable 320.
FIGS. 4 through 6 aro flow chart representadons of funcdons performed by the eomputer 101 in response to the various assoeiated ISDN messages whieh the `
computer wiU receive via subseriber line 104 by virtue of the shared eall appearanee with eaeh of the several agent stadons 120. FIGS. 7 and 8 are flow ehart 30 representadons of funetions performed in eompudng stadon aedvity dala. FIGS. 9 and 10 are flow ehart representations of funedons performed by the eomputer in manàging ineoming and outgoing ealls for agent stadons. The flow eharts of FIGS. 4 through 10 are deseribed in the following paragraphs with respeet to computer 101 in FIG. 1. Analogous funedons will be performed by eomputer 241 in the system of FIG. 2. In FIGS. 4 through 6, bloek 400 represents the idle state of the eomputer 101 and bloeks 401 through 408 repr~sent eight assoeiated message types -' -':''' ;; ' ' .' ,.
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which will be transmitted to the computer from the switch. Table 1, in the firstcolurnn, shows the messages exchanged over an ISDN subscriber line between the ISDN switch 110 and an ISDN subscriber station; the second column show the direction of the messages; the third column lists the corresponding shared call 5 appearance associated ISDN messages received by the computa; and the fourth column lists the functional significance of the various messages to the computer.
The computer 101 will receive these messages for the various shared call appearances as they are transmitted by the switch and may store the messages in buffers as they are received. FMS. 4 through 6 show the sequences executed by the 10 computer in recording relevant information extracted from the messages. By way of example, block 401 represents the processing of the ASSOCIATED (SETUP) message by the computer 101. The computer enters a program routine which advances to block 411 where it reads the origination call appearance number which is included in the ASSOCIATED (SETUP) message. Table 2 lists by way of 15 example, typical informadon elements contained in a message. Each of the ISDNmessages referred to herein is defined in the aforementioned Basic Rate Interface document. The call appearance number obtained from the message is translated into a stadon number in block 401 by means of information in the State Table stored in memory 310. The State Table contains directory numbers and call appearance 20 numbers ~or each of the agent stations 120. The directory or station numbers and call appearance number are permanently assigned. Hence, the table allows for thetranslation between directory or station numbers and call appearance numbers.
Other data in the table is altered as messages are received from the switch, including states of calls for each of the agent stations, call reference values for each of the calls 25 and calling number information. Table 3 is an exemplary state table layou~ showing arbitrary directory numbers for seven agent stations 120, and arbitrarily assigned call states, call appearance numbers (CA), call reference values (CR) and calling numbers. In block 421 of FIG. 4, the computer stores the call reference value obtained from the ASSOCIATED (SETUP) message in the State Table vith the ~0 corresponding call appearance number and station number. In block 431 the computer updates the state of the call in the State Table entry associated with the call appearance identified in the received message. As shown in the fourth column of Table 1, the computer interprets the ASSOCIATED (SETUP) message as corresponding to an origination dialing action. Accordingly, the state in the State 35 Table is updated to dialing in response to this message. In block 441 a time stamp derived from the computer's clock 315 is entered in State Change Table in the 2C~2~

`, - 10-computer memory 310 together with an indication of state change, i.e., idle to dialing, and the station number. An exemplary State Change Table memory layout is shown in Table 4. The contents of this table is used by the computer 101 to ~ compile statistics reflecting agent acdvity, as will be described later herein with :;i S reference to FIGS. 7 and 8. In each case, upon completion of the various steps in response to the receipt of a message, the computer 101 will return to the idle state as ;~ indicated in block 451.
It should be understood that FIGS. 4 through 6 are representations of the acdon of the computer 101 in response to each of the different types of messages that 10 it receives. The format and content of each of the individual message is defined in the aforementioned Basic Rate Interface document. In FIGS. 4 through 6, sequences of steps to be performed by the computer 101 are shown in connecdon with each ofthe different messages which may be received. In each case, the message receivedwill include a call reference value. The call appearance values are included only in 15 the ASSOCIATED (SETUP) message and the SETUP message. For the other messages the call reference value is translated into a stadon number by means of the informadon in the State Table (Table 3) in memory 310. The call reference value is a value assigned to a call for its duration. It uniquely idendfies the call and is incorporated in all messages relating to the identified call. As indicated above with 20 reference to the ASSOCIATED (SETUP) message, the call reference value is stored in the State Table in memory 310 at the dme that message is received. For subsequently received messages, the call reference value is translated to a stadon number bascd on the reladonship between the stadon number and the call referencevalue defined in the State Table. This acdon is reflected in blocks 412,413, 414, 25 416, 417, and 418. The receipt of each message by the computer causes the state of the call in the State Table (Table 3) to be updated to the state represented by the received message. Table 1 recites funcdon statements which indicate the intcrpretadon that the computer 101 attaches to each of the messages. The step of updadng the state information in the State Table is shown for example in blocks 431, 30 432, 423, 424, 43S, 426, 427 and 428. In response to receiving each of the messages, the computer also generates a time stamp and enters tho time stamp, together with state change information and the stadon number, in the State Change Table of memory 31Q An exemplary memory layout for the State Change Table is shown in Table 4. The action of updadng the State Change Table is reflected in blocks 441, 35 442,433,434,445,436,437and438.

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The sequence followed by computer 101 is essentially the same for the CONNECT, ASSOCIATED (RECONNECT), and ASSOCIATED (HOLD) and the steps have been described, generally, above. The actions of the computer 101 in response to the ALERTING message, the ASSOCIATED (CONNECT) message, the 5 SETUP message, and the DISCONNECT message involve additional steps beyond those explained above and will be described in further detail. Block 402 represents the receipt of the ALERTING message from the switch 110. As shown in Table 1, the computer interprets this message as indicating that the far end, i.e., the called party, is being alerted. Block 412 represents a translation of the call reference value ' 10 to station number with the aid of information in the State Table in memory 310.
Block 422 indicates a further translation from station number to caU appearance number also obtained from the State Table. In block 432 the state of the call in the state table is updated to "far end alerting". In block 442 the time stamp representing current time is entered into the State Change Table in memory 310 (Table 4) 15 together with the station number and an indication of a state change from "dialing"
to "alerting". For rccord keeping purposcs it is desirable to record the called station dircctory numbcr. Thc ASSOCIATED (SETUP) message, which precedes alerting, may include in its display field the outgoing call directory number. However, this field is optional and the directory number may be omitted from the ASSOCIATED
20 (SETUP) message. In any event, thc called line identificadon will be displayed on the agent terminal, as a normal ISDN feature, and is obtainable by an information message from thc computcr 101 to the switch 110. Block 461 represcnts the sending of such a message. Block 462 represents a follow-up message including the call appearance number which defines for the switch the identity of the desired display.
25 Block 463 represents an infonnadon message from the switch 110 to the processor 101 providing the display inforrnadon. Block 464 represents the action by the computer of reading the called number from the display inforrnadon and block 46S represents entering this number in the Call Log in memory 310. An exemplary memory layout of the Call Log is shown in Table 5. The informadon 30 entered in the Call Log includes a date and time starnp of current dme, tho station number delived in block 412, the called number obtained in block 464, the call reference value and an indication that this is the start of an outgoing call.
As outlined in Table 1, for a normally progressing call, the ALERTING
message is followed by the CONNECT message and a DISCONNECT message.
35 The processing of the CONNECT message by the computer is indicated in block 404 ;
and the acdons taken in response to the receipt of that message are indicated in ',"'. '~' .'"

'.; ','"., XC~i~275 blocks 414, 424, 434 and 444, as explained earlier. The receipt of the DISCONNECT message is shown in block 408. In addidon to the actions taken in blocks 418, 428 and 438, which have been discussed earlier herein, the computer, in block 439, obtains the calling number, if any, from the State Table and makes an5 entry in the Call Log (Table 5) in memory 310, in block 44~. The Call Log entry will include a date and dme stamp, the stadon number, the far party number, the call reference value and an indication that this is the end of the call.
In the event of a terminadon of a call to one of the agent stadons, a SETUP message is transmitted from the switch to one of the agents' terminals 12010 and the same message is received by the computer 101, as illustrated in Table 1. In FIG. 5, block 405 represents the receipt of the SETUP message by the computer.
The SETUP message will include a call appearance number and a call reference number. In block 405 the call appearance number is translated to a stadon numberby means of the State Table represented by Table 2. In block 425 the call reference 15 value defined by the message is entered in the State Table in memory 310. In block 435 the state of the call is updated to "ringing" in the State Table. An entry is made in the State Change Table in memory 103 (Table 4) including a dme stamp indicadng current dme, the stadon number and an indication that the state has changed from "idle" to "ringing" in block 445. The SETUP message incorporates a 20 display field defining the calling number when the Incoming Calling Line Idendfication (ICLID) feature is used. In block 471 this calling number is obtained from the display field and in block 472 it is entered into the State Table in memory 310. Thereafter, an advance is made to block 474 to return to idle.
The computer 101 expects to receive an ASSOCIATED (CONNECT) 25 message after receipt of the SETUP message for an associated station, as indicated in Table 1. The receipt of this message is shown in block 403. In blocks 413, 423 and 433 the computer perforrns the funcdons of translating the call reference value to a stadon number based on information in the State Table, updates the State Table and updates the State Change Table. ln block 443 the calling number is read from the30 State Table in memory 310 on the basis of the call reference value. In block 453 an entry is made in the Call Log in memory 310 including a time stamp, the agent station number, "incoming" and "start" indications, the calling number and the call reference value. When a subsequent DISCONNECT message is received, another Call Log ently will be mado showing the ending time. The agent stations typically 35 will have a Hold feature and when this is activated the computer receives an ASSOC~TED (HOLD) and a subsequent ASSOCIATED (RECONNECI~. The - X(~ 2 receipt of these messages is represented by blocks 406 and 407 and the effect ofthese messages is to update the State Table (Table 3) and the State Change Table(Table 4) in memory 310 as described above. Block 420 shows a transition from the idle state by initiation of outgoing call management, which is described later herein 5 with respect to F~G. 10.
Table 6 is a representation of station activity data which may be used to evaluate agent station activity. The data includes the number of incoming and outgoing calls and the total number of calls handled by each of the agent stations. In addition, the average holding (i.e. activated) time for incoming calls, outgoing calls 10 and all calls as well as the percentage of time spent on incoming and outgoing calls and time spent in the idle state, are recorded in this table as described later herein with respect to FIGS. 7 and 8. Computer 101 generates these statistics on the basis of data in the State Change Table (Table 4) and Call Log (Table 5) in the memory 310.
15FIGS. 7 and 8 are flow chart representations of the software of the computer 101 used to derive the infolmation of Table 6 from the State Change Table and the Call Log. Referring tO FIG. 7, the Call Log is read in block 500 and in -block 501 a "start time" entry for a selected station number is recorded. In block 503 the Call Log is searched for a corresponding call reference value having the "end 20 time" entry. In Uock 505 the holding time is computed as the difference between the start time and the end time. In block 506 the computed holding time is added to the total holding time for the station. In block 507 the total call count for the station is incremented by 1. Block 511 is a decision block to deterrnine whether the call for which the computations are made is an incoming call. If so, the transfers made to 25 block 512 where the incoming call count is incremented and the holding time :
computed in block 50S is added to the total incoming holding time for the sdected station, in block 513. In the event that it is an outgoing call, a transfer will be made :
from decision Uock 511 to block 514 where the outgoing call count is incremented.
In block S15 the computed time will then be added to the total outgoing holding time 30 for the station. For both incoming and outgoing calls, the next action is to determine whether there are more start times for the stadon under consideration, as represented by decision block 520. If so, a transfer is made to block 501 and the steps between blocks 501 and 520 are repeated for the next call for station N. After all calls for a station have been recorded and holding dmes properly computed, the decision in 35 block 520 will reflect the fact that there ate no more start times for station N and a transfer wtll bo m~tde to block 522 to compute datt for stabor N. Avorage holding '' ~ .

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: - .

2G~Z7~, times for incoming calls, outgoing calls and all calls for station N are computed in blocks 522 to 524. This is based on the recorded incoming, outgoing and total counts and the corresponding holding times. In blocks 526 and 528 the percentageof time spent for incoming and outgoing calls is computed based on the ratios of the 5 total incoming and outgoing holding times with respect to the total holding time.
Thereafter, in block 530 a decision is made to determine if there are other stations for which the computations need to be made. If so, the value of N is incremented in block 531 to identify the next station and the process, beginning at block 501 is repeated. When the statistics for all stations have been compiled, the program 10 terminates as indicated in block 532.
In addition to generating station activity data, the computer is adapted to generate detailed billing records for outgoing calls made from the agent stations. In blocks 514 and 515 of FIG. 7 actions are taken with respect to outgoing calls asdescribed above. Subsequent to these actions, in block 550, the called number is15 read from the Call Log (Table 5) in its Far Party column. Thereafter, in block 551 the computer reads a rate table stored in memory 310. The rate table is a data table customarily provided by a telephone company or long distance carrier which defines the charges for telephone calls to other areas by area code and the of fice code, both of which are part of the telephone number recorded in the Call Log. In the 20 exemplary Call Log of Table 5, the area code is omitted from some of the numbers indicating that those numbers have the same area code as the central of fice switch to which the computer is connected. The charges customarily depend on the time of day the call was made as well as the length of dme of the call. The length of time of the call was computed in block 505 of FIG. 7. The dme of day, the fact that it is an 25 outgoing call and the number of the called party are recorded in the Call Log. On the basis of this data the computer 101 computes billing data in a well-known fashion and stores such data In the memory 310 prior to advancing to decision block 520 for further action. This type of computing and storing billing data is indicated in block 552.
In this illustradve system, outgoing call data in Table 6 is intended to cover all outgoing calls, including unanswered calls. Starting times for outgoing calls are recorded in the Call Log in response to the ALERTING messages as shownin FIG. 4. However, that is before the call is answered. Hence, the billing computadon shown in FIG. 7 includes ringing dme and unanswered calls. If a more 35 accurate billing computadon is desired, the State Change Table may be consulted to identdfy unanswered calls (i.e. calls that did not make a change to the Talk State), ~ ~
.' , ' 2C1~7~

and actual connect time, (i.e. from transition to the Talk State to disconnect).FIG. 8 is a flow chart representation of a program for computing the time spent by each station and the idle state. A time limit may be imposed on the program to recognize only idle time periods occurring during working hours in orda 5 to exclude off periods such as lunch time, etc. As shown in FIG. 8, block 600, this program reads the State Change Table of the memory 310, (Table 4). In block 601 the computer records the entry time of the transition to the idle state for a station N
and in 602 obtains the first subsequent transidon in dme from idle to another state.
In block 603 the idle time is computed as the difference between those state changes 10 and in block 604 the total idle dme for the station is computed. Block 610 is a decision block to determine if there are more transitions to idle for this stadon if so, a transfer is made back to block 601 to repeat the steps of block 601 through 604.
When all the transitions for a particular stadon have been recorded, a transfer is made to decision block 612 to determine if there are other stations to be considered.
15 If so, the stadon number is incremented in block 611 and a return is made to block 612, for the next station. The number N is an arbitrary designadon for a station number and the step of incremendng N in block 611 represents an acdon bythe computer to find the next station for which idle time is to be computed. When stadsdcs have been compiled for all the stadons, the program finishes as indicated in 20 block 613. The data computed by means of the programs outlined in FIGS. 7 and 8 may be stored in memory 310 as stadon acdvity data in the form of Table 6. This informadon may be displayed to a manager by means of the display 108 which is connected to the computer 101 via interconnecdng cabling 320.
The computer 101 or 241, in addition to monitoring messages from the 25 associated agent stations and periodically updatdng the station acdvity data, will also perform incoming and outgoing call management. The various associated messages received by the computer while carrying out the call management funcdons, may bebuffered by the computer for later analysis and executed periodically~ Alternatively, a muldtasking computer will be able to perform these various funcdons 30 concomitantly. The computer answers incoming calls directed to one or more directory numbers assigned to the computer, and places outgoing calls by exchanging standard ISDN messages over the ISDN subscriber line, in the same manner as an ISDN station set. Each of the ISDN messages received by the computer hcludes a call reference value which uniquely des the message to a call.
35 Hence the computer, by reference to the State Table and informadon about its own calls, can readily sort out messages reladng to associated stadons from messages. ~

. ~.
, 2G0~27~

relating to calls handled by the computer. The flow charts do not specifically show the sequences executed by the computer in handling ISDN messages for calls initiated by or terminated to the computer. However, such functions are essentially the same as those performed by a standard ISDN terminal and are well-known in the 5 art.
In the illustrative system described herein, the computer 101 is adapted to respond to incoming calls to predefined directory numbers at ISDN switch 110,and to cause the ISDN switch 110 to transfer the call to one of the agent stadons 120 selected by the computer 101. The agents, however, do not have to be connected to 10 the switch at which the call is received. As discussed earlier herein with respect to FIG. 2, the computer may select an agent on another switch to which it is connected via a shared call appearance ISDN line. In the following paragraphs the description refers to the actions of computer 101 with respect to switch 110. Analogous functions are performed by computer 241 with respect to its associated switches.15 When an incoming call is received, the computer uses available information such as the called directory number included in the SETUP message to select an appropriate group of agents for answering the particular call. The called number is used forthese purposes, for example, when different directory numbers represent different products or services. Alternatively, agents may be selected on the basis of the 20 calling number. For example, certain large customers may preferably be handled by a designated group of agents. The ISDN SETUP message will include the calling number when the Individual Calling Line Idendficadon (ICLID) feature is used. Asis evident from Table 1, when the call is directed to the computer, it will teceive a SETUP message from the switch. FIG. 9 is a flow chart representadon of funcdons 25 performed by the computer in response to an incoming call to be handled by one of the agents. Block 700 represents the transition from the computer idle state in tesponding to a SETUP message for such a call. In block 701 of EIG. 9, the computer selects an agent group. This may bo done on the basis of the called directoty number answered by the computer, if certain agents have been chosen to30 answer calls to a patticular directory number in prefetence to other agents. In block 702 a determinadon is made as to whether all the agents of the selected gtoup are busy. If so, another determinadon is made in decision block 704 and a decision is made, based on whether calls to this particular directory number should be transferTed to a different group if all agents of the preferred group ate busy. If not, 35 an advance is made to block 706 where an announcement is played to the calling party indicadng that all agents are busy. Thereafter, the computer returns to the idle :

state in block 725. If overlqow to a different group is desired, a transfer will be made from decision block 704 to block 710 where a different agent group is selected in accordance with predefined criteria furnished to the computer. Thereafter, in block 711 a test is made to determ~ne whether all agents of the newly selected group 5 are busy if so, a transfer is again made to block 706 to play the announcement. The process of selecting a different group can be repeated as often as desired. In the event that the tests carried out in either block 702 or 711 indicates that the agents of the desired group are not all busy, an idle agent is selected in block 715. To find whether agent stations are busy or idle, the computer consults the State Table 10 (Table 2) where the computer records the idle state and other states of each of the stations on the basis of the associated messages receiwd by the computer for each of the shared call appearance agent stadons. The agent may be selected on the basis of which stadon has had the most idle time. The computer computes and records the idle time of each agent stadon in the station acdvity data area of memory 310 15 (Table 6), by execudon of the program sequences FIG. 8. This program may be run periodically to deterrnine total idle dme for each stadon, since a specified point in tdme.
After an agent has been selected, the computer will originate a call through the ISDN switch to the selected one of the agent statdons and then transfer 20 the incoming call to the call set up between the computer and the selected agent station. This transfer is accomplished by means of the s~called "explicit transfer"
dèscribed in the above-noted ISDN Basic Rate Interface document. Before the transfer is effected, however the computer answers the incoming call by sending a standard CONNECT message to the switch. This is represented by the acdon of -25 block 716 of FIG. 9. In block 718 the computer sends a HOLD message to the switch to put the incoming call (call 1) in the hold state. In block 720 the computer 101 exchanges the necessary ISDN messages with the switch 110 to set upthe call from the computer to the selected agent (call 2). In block 721 the TRANSFER message is sent to the switch 110. The transfer message defines the call 30 reference value of both the incoming call and the call extended to the agent, and the switch will respond by interconnecting the two calls and clearing the connections to ' the computer. Thus, the incoming call is connected to the agent selected by the computer, under the control of the computer, using standard ISDN messages between the computer 101 and the switch 110. Upon compledon of these steps, a 3S return is made to the computer idle state as indicated in block 725.
, : .

;~C~ ~275 The computer 101 is further adapted to perform outgoing call management for a number of agents. These agents may be connected to the same ISDN switch as the computer 101, as shown for example in FIG. 1. Alternatively, the agents may be connected to a different ISDN switch as shown in FIG. 2.
5 Outgoing call management may be initiated by means of an input message, for example from a computer keyboard. As part of this initiation, the computer, by means of an operator or possibly from another computer, will receive a list of customer directory numbers. The computer will initiate calls the directory numbers one at a time and make a connection to an available agent when the called party -10 answers. FIG. 10 is an exemplary sequence of steps performed by the computer software in accomplishing this function. Block 410 of FIG. 6 represents the transidon from the computer idle state in response to an outgoing call management initiation message. In block 801 of FIG. 10 the computer initiates an outgoing call via the ISDN switch to which it is connected. This involves transmitting the SETUP
15 message to the switch and receiving other messages from the switch. After having -sent the SETUP message, the computer may advance to block 802 to start a timer and proceed to the wait state shown in block 803. The timer set in block 802 may, for example be a 30-second timer. One of the messages to be received by the computer from thc switch is the CONNECT message indicating that the called party20 has answered. This message, like other ISDN call handling messages, includes a call reference value unique to this call. This data allows the computer to disdnguishbetween messages relating to this outgoing call and associated messages receiwd by virtue of shared call appearances with the agent stadons. Receipt of the CONNECTmessage for this call is represented by block 804 indicating that the computer will 25 leave the wait state when that message is received. In the event that the called party does not answer within the prescribed 30-second dme period, the computer will lcave thc wait state due to the fact that the timer has expired as indicated in block 805. In that case, the computer in block 806 will transmit a DISCONNECT
message to the switch and return to block 801 to set up a call to the next number, in ,,;
30 block 801. If the CONNECT message is received within the prescribed dme period, as indicated in block 804, the computer will transmit the HOLD message to the switch placing the answered call on hold, as indicated in block 810. Thereafter, as indicated in block 811, the computer selects the least udlized idle agent. The computer obtains information as to whether an agent stadon is in the idle state from 3S the State Tabb (Table 3) and obtains informadon about the total amount of dmespent in the idle state over a predefined dme period from stadon acdvity data .. . .

2~

represented, for example in Table 6. After having selected an agent to handle the outgoing call placed by the computer, the computer sets up a call to the selected agent. This is shown in block 812 of FIG. 10. This is referred to as call number 2, call number 1 being the call placed by the computer. In setting up the call to the 5 selected agent the computer again exchanges the appropriate ISDN messages withthe switch to which it is connected. Thereafter, as indicated in block 813 the computer sends a TRANSFER message to the connected switch identifying call 1 and call 2, thereby causing the switch to bridge the two calls and to clear the connections between the computer and the switch for these two calls.
For outgoing call managernent, the computer, in addition to being provided with a list of customer numbers to be called, may also be provided withdata relating to the customer. The computer, as indicated in block 814 sends theappropriate customer data to the selected agent. This may be accomplished by means of another call to the agents display terminal. For example, in FIG. 1 each of 15 the agent stations 120 has a display terrninal 122. Thus, this acdon becomes a simple data transfer through the ISDN switch in a known fashion. After having sent the data to the selected agent, the computa tests whether the last call handled was the last call on the list of calls to be placed by the computer. This is indicated in decision block 815. If this is the last call, the program will return to the idle state, as 20 indicated in block 816. If this is not the last call, the computer performs a test as indicated in decision block 820 to deterrnine if all agents are busy. If so the computer waits for 10 seconds and repeats the all-agent busy test. If not all agents are busy, the program returns to block 801 to set up the call to the next number. The agent busy test is incorporated in the program in order to avoid initiating a number 25 of outgoing calls to customers without having agents available when the customer answers. Other schemes may be devised for reguladng the rate at which outgoing calls are initiated. For example, a standard time delay may be introduced between outgoing call initiations, derived on the basis of the average holding time per agent, or a means of buffering answered calls in the event that all agents are busy when a 30 call is answered may be pmvided. Similarly, other outgoing call algorithms may be devised to increase efficiency of agents.
It is to be understood that the above-described arrangement is merely an illustrative application of the principals of the invendon. Numerous other arrangements may be devised by those skilled in the art without departing from the 35 spirit and scope of the invendon.

XCC~ 7 . _ _ _ . ._ MESSAGE FLOW
ON THE AGENT DIRECTION MESSAGES RECEIVED FUNCTION
STATION BY THE COMPUTER STATEMENT
. ._ _ . ._ CALL ORIGINATIONS:
SETUP STATION --~ SWITCH
SETlJP ACKSWITCH --~ STATION ASSOCIATED (SETUP) DlALlNG
CALL PROCEEDINGSWITCH --> STATION
ALERTINGSWITCH --~ STATION ALERTING FAR END ALERTING
CONNECT SWITCH --> STATION CONNECT TALKING
CONNECT ACKSTATION --> SWITCH
DISCONNECT SWITCH --> STATION or DISCONNECT RETURN TO IDLE
STATION --> SWITCH

CALL TERMINATIONS:
SETUP SWITCH --> STATION SETUP RINGING ~ . :
ALERTINGSTATION --> SWITCH
CONNECT STATION --> SWITCH ASSOClATED (CONNECT) TALKING :
DISCONNECT SWITCH --~ STATION or DISCONNECT RETURN TO IDLE
STATION --> SWITCH
,,: '.
FEATURE ACTIVITIES: ~ . . .
HOLD STATION--> SWITCH ....
HOLD ACK SWITCH --~ STATION ASSOCIATED (HOLD) HOLD . .
RECONNECT STATION --> SWITCH
RECONNECT ACK SWITCH -> STATION ASSOCIATED (RECONNECT) TALKING

- ;' -.: -' ::, 2C~ 27~
, Message Information Elements , ,, Protocol Discr~minator Call Reference Message Type :
Bearer Capability -.
, Channel Identificadon Progress Indicator Terrninal Capabilities Keypad :
.
Signal , ,, , . .
Switchhook : --- ._ . : .
Locking Shift ..
_ _ ,_ ,, ~ .
Selected Call Appearance , ., .
rigination Call Appearance Des~dnation Call Appearance __ , _ ,_ , .
Display Field , ., _ ._ Feature Acdvadon Feature Indicabon Adjunct Control ,.

~ ~ .... .

.: .

., ~

.
. "-2C,`Q4Z7 STATE TABLE

Call Appearance Call Reference Calling Station Number (CA) # State (CR) Value Number 555-6012 4 Idle --555-6013 5 Dialing 28 555-6014 6 Dialing Complete 21 555-6015 7 Ringing 4 312-555-7000 555-6016 8 TaL~cing 72 555-6017 9 Far End Alerting 61 555-6018 10 Hold 15 ZCO ~Z75 STATE CHANGE TABLE

Date Time Station # State Change .
12/05/88 1:52:45 555-6012 Idle tO Dialing 12/05/88 1:53:00 555-6012 Dialing tO Far-End-Alert 12/05/88 1:53:40 555-6012 Far-End-Alert to TaLk 12/ûS/88 2:05:17 555-6012 TaL~c to Idle 12/05/88 2: 15:01 555-6017 Idle to Ring 12/05/88 2:16:02 555-6017 Ring to Idle CALL LOG

DateTime Station # l:)irection Start/End Far Party Call Ref.
._ , .
12/05/881:12:05 555-6015 Incoming Start312-555-7000 4 12/05/881:53:00 5SS-6012 Outgoing Start712-5053 3 12/05/882:05:97 SS5-6015 End312-555-7000 4 12/05/882:05: 17 SSS-6012 End 3 12/05/882:16:02 555-6017 End312-S5S-7000 9 TABLeS

~ , ', ,, : , 2004~75 STATION ACTIVITY DATA
.__ Station Station Station Measurçment 6012 6013 N
_ ._ . _ . ...
No. of IN calls X X X
No. of OUT calls X X X
, . - .
Total No. of calls X X X .
._ ._ ._ ._ ............................................ .' Average Holding Time IN calls X X X . ~ .
_ Average Holding Time OUT calls X X X
.. ..
Average Holding Time ALL calls X X X
% of time spent in IN calls X X X
% of tirne spent in OUT calls X X X
_ __ time spent in idle state X X X
~ _ . .....

- ~' . . '' ~ "'~" '

Claims (22)

1. A telephone agent call management arrangement for use with an ISDN
central office switching system having a plurality of telephone agent stations connected thereto, comprising:
computer means connected to said switching system for receiving from said switching system data defining call handling information exchanged between said system and said stations;
said computer means responsive to an incoming call extended to a directory number assigned to said computer to select one of said stations for handling said call, on the basis of said received data; and further responsive to said call to transmit to said switching system ISDN
messages identifying said selected station for causing said switching system to connect said call to said selected station.

2. A telephone agent call management arrangement in accordance with claim 1, wherein said computer means is connected to said switching system via an ISDN subscriber line having assigned thereto shared call appearances with each of said stations, wherein said data comprises shared call appearance associated ISDN
messages and wherein said computer means is responsive to said messages to record station activity data representative of call handling activities of said agent stations and selects said one of said stations on the basis of said recorded data.

3. A telephone agent call management arrangement in accordance with claim 2, wherein said ISDN messages transmitted by said computer means comprise messages for establishing a call from said computer means to said selected station and messages for causing said switching system to interconnect said incoming call and said call to said selected station.

4. A telephone agent call management arrangement for use with a plurality of agent stations connected to an ISDN central office switching system, comprising:

processor means;
memory means for storing data; and interface circuitry for interfacing said processor means to an ISDN
subscriber line connected to said switching system;
said processor means responsive to associated ISDN messages from said subscriber line defining ISDN call handling messages exchanged between said switching system and said agent stations for interpreting said associated messages and recording in said memory means data defining call handling activity of said agent stations; and said processor means responsive to ISDN messages from said subscriber line defining a call to said computer for selecting one of said agent stations on the basis of said recorded data and transmitting on said subscriber line ISDN messages defining the establishment of a call from said computer to said selected station and messages defining said incoming call and said call to said selected agent and requesting an interconnection between said calls.

5. A telephone agent call management arrangement for use with an ISDN
central office switching system having a plurality of telephone agent stations connected thereto, comprising:
computer means connected to said switching system via an ISDN
subscriber line having assigned thereto shared call appearances with each of said agent stations;
said computer means responsive to an incoming call extended on said subscriber line to originate on said subscriber line an outgoing call to one of said agent stations and to transmit on said subscriber line an ISDN transfer message to cause said switching system to transfer said incoming call to said outgoing call.

6. A telephone agent call management arrangement for use with a plurality of central office switching systems, each having at least one telephone agent station connected thereto, comprising:
computer means connected to each of said central office switching systems;
said computer means responsive to an incoming call, extended to said computer means via a first one of said switching systems, to select an agent station connected to a second one of said switching systems and to transmit to said first switching system data identifying said selected station and defining a request to have said first switching system connect said incoming call to said selected station connected to said second switching system.

7. The arrangement in accordance with claim 6 wherein said switching systems are ISDN switching systems;
wherein said computer means comprises memory means and means for connection to an ISDN line from each of said plurality of switching systems; andwherein said computer means is responsive to shared call appearance associated ISDN messages from said subscriber lines to record in said memory means data representative of call handling activities of said agent stations of each of said switching systems, and selects said selected station on the basis of said recorded data.

8. The arrangement in accordance with claim 6 wherein said computer means is responsive to said incoming call to transmit to said first one of said switching systems data requesting the establishment of a call from said computerthrough said first and said second switching system to said selected agent, and wherein said data transmitted to said first switching includes data identifying said incoming call and said agent call and data defining a request to said first switching system to interconnect said incoming call and said agent call.

9. A telephone agent outgoing call management arrangement for use with a central office switching system having a plurality of telephone agent stationsconnected thereto, comprising:
computer means connected to said central office switching system via a subscriber line;
said computer means initiating a first call through said switching system to a subscriber station defined by said computer, and initiating a second call through said switching system to a selected one of said agent stations selected by said computer;
said computer means responsive to information received from said switching system indicating that said first call has been answered, for transmitting to said switching system information identifying said first and said second call and defining a request to said switching system to establish a connection between said first and said second call.

10. The arrangement in accordance with claim 9, wherein said subscriber line is an ISDN digital subscriber line having assigned thereto shared call appearances with each of said agent stations, wherein said received information comprises shared call appearance associated ISDN messages, wherein said computermeans is responsive to said associated ISDN messages to record data representative of call handling activities of said agent stations and wherein said selected one of said agent stations is selected on the basis of said recorded data prior to the initiation of said second call.

11. The telephone agent outgoing call management arrangement for use with a plurality of central office switching systems each having at least one telephone agent station connected thereto, comprising:
processor means; and interface means for connecting said processor means to each of said central office switching systems;
said processor means responsive to messages transmitted by each of said switching systems, representative of call handling messages exchanged between said agent stations and said switching systems, for recording data defining call handling activity of each of said agent stations;
said processor means initiating a call to a subscriber connected to a first one of said switching systems and initiating a call to one of said agents connected to a second of said switching systems, via said first and said second switching systems, and responsive to a message from said first switching system indicating an answer at said subscriber station for transmitting to said first switching system a message for causing said first switching system to interconnect said first and said second calls.

12. The arrangement in accordance with claim 11 wherein said first and said said second switching systems are ISDN switching systems and said computer means has shared call appearances with said at least one station on said second switching system wherein said computer means and is responsive to shared call appearance associated ISDN messages from said second switching system for recording data defining call handling activity of said at least one station connected to said second switching system and said station connected to said second switchingsystem is selected by said computer on the basis of said stored information.

13. The arrangement in accordance with claim 11 wherein said agent station comprises a display terminal and said computer is further responsive to said message representing an answer indication to transmit to said display terminal data associated with the subscriber station.

14. A telephone agent call management arrangement for connection to a plurality of central office switching systems each having telephone agent stations connected thereto, comprising;
computer means; and means for connecting said computer means to said plurality of central office switching systems;
said computer means initiating a call to a subscriber station connected to a first of said switching systems and initiating a call to a selected one of said agents connected to a second one of said switching systems through said first and said second switching systems;
said computer responsive to a message from said first switching system indicating that said subscriber station has answered, for transmitting to said first switching system a message requesting said first switching system to interconnect said first call and said second call, whereby a connection is established between a subscriber station selected by said computer on said first switching system and an agent station selected by said computer on said second switching system.

15. A telephone agent call management arrangement for use with an ISDN switching system, comprising:
processor means;
memory means; and means for connecting said processor means to an ISDN subscriber line having shared call appearances assigned thereto with a plurality of agent stations connected to said switching system;
said processor means responsive to shared call appearance associated ISDN messages on said subscriber line for recording in said memory data definingcall handling activity of each of said agent stations and responsive to an incoming call to said call handling arrangement over said ISDN subscriber line for selecting one of said agent stations on the basis of said recorded information and for transmitting to said switching system ISDN messages recognizable by said switching system for causing said switching system to establish a connection from said incoming call to said selected agent station;
said processor means transmitting to said switching system ISDN
messages defining the establishment of a call to a selected subscriber station and responsive to an ISDN message from said switching system corresponding to a answer indication at said subscriber station for transmitting to said switching system, via said subscriber line, ISDN messages for causing said switching system to establish a connection between said subscriber station and agent stations selected by said processor means on the basis of said stored

16. A method of managing calls for a plurality of agent stations connected to a central office switching system, in a computer connected to said switching system, comprising the steps of:
receiving at said computer associated messages transmitted by said central office switching system and indicative of call handling information exchanged between said switching system and said stations;
interpreting said messages and recording in said computer call handling activity data for said stations;
placing an outgoing call from said computer through said switching system to a predetermined customer;
selecting one of said agent stations for handling said call on the basis of said recorded data; and transmitting to said switching system a call handling message for causing said switching system to extend a call from said computer to said selected agent station and a message for causing said switching system to interconnect said outgoing call and said call to said selected agent station.

17. A telephone agent call management arrangement for use with an ISDN central office switching system having a plurality of telephone agent stations connected thereto with each of said telephone agent stations having a display terminal, comprising:
computer means connected to said switching system via an ISDN
facility for receiving from said switching system data defining the states of said stations;

said computer means responsive to an incoming call extended to a directory number assigned to said computer to select one of said stations for handling said call, on the basis of said received data;
further responsive to said call to transmit to said switching system ISDN
messages identifying said selected station for causing said switching system to connect said call to said selected station; and further responsive to said call for transmitting customer data to said display terminal of said selected station over ISDN facilities established between said computer means and said selected station.

18. A telephone agent call management arrangement in accordance with claim 17 wherein said ISDN messages transmitted by said computer means comprise messages for establishing a call from said computer means to said selected station and messages for causing said switching system to interconnect said incoming call and said call to said selected station.

19. A telephone agent call management arrangement for use with a plurality of agent stations connected to an ISDN central office switching system, comprising:
processor means;
memory means for storing data; and interface circuitry for interfacing said processor means to an ISDN
subscriber line connected to said switching system;
said processor means responsive to ISDN messages from said subscriber line defining the states of said agent stations for interpreting said ISDN messages and recording in said memory means data defining the states of said agent stations;
and said processor means responsive to ISDN messages from said subscriber line defining a call to said computer for selecting one of said agent stations on the basis of said recorded data and transmitting on said subscriber line ISDN messages defining the establishment of a call from said computer to said selected station and messages defining said incoming call and said call to said selected agent and requesting an interconnection between said calls.

20. A telephone agent call management arrangement in accordance with claim 19 wherein each of said telephone agent stations having a display terminal;

and said computer means further responsive to said ISDN messages from said subscriber line defining a call to said computer for transmitting customer data to said display terminal of said selected station.

21. A telephone agent call management arrangement in accordance with claim 20, wherein said customer data is transmitted over ISDN facilities established between said computer means and said selected station.

22. The telephone agent outgoing call management arrangement for use with a plurality of central office switching systems each having at least one telephone agent station connected thereto with each telephone agent station having a display terminal, comprising:
processor means; and interface means for interconnecting said processor means via ISDN
facilities to each of said central office switching systems;
said processor means responsive to messages transmitted by each of said switching systems, representative of the states of said agent stations for recording data defining said states of each of said agent stations said processor means initiating a call to a subscriber connected to a first one of said switching systems and initiating a call to one of said agents connected to a second of said switching systems, via said first and said second switching systems, and responsive to a message from said first switching system indicating an answer at said subscriber station for transmitting to said first switching system a message for causing said first switching system to interconnect said first and said second calls;
and said processor means is further responsive to said message representing an answer indication to transmit to said display terminal data associated with the subscriber station over ISDN facilities established between said computer means and aid selected station.