Automatic call distribution using the ISDN basic rate interface
R. Bose, William Davidson · 2002
An ISDN application that combines Q.931 messages on the basic rate interface (BRI) with features of the 5ESS switch to provide automatic call distribution capabilities for small telemarketing centers is described. A personal computer equipped with a BRI card and custom software acts as an intelligent ISDN terminal. By sharing call appearances with ISDN and analog agent sets connected to subscriber loops on the same switch, the PC provides call distribution features and management information systems reports via intelligent interaction with Centrex features of the 5ESS switch. The architecture allows for enhancements based on calling number information and for integration with other telemarketing computers and voice mail systems.>