WO1998025386A2

WO1998025386A2 - System connecting remote agents over standard telephone lines

Info

Publication number: WO1998025386A2
Application number: PCT/CA1997/000890
Authority: WO
Inventors: Robert W. Petrunka; Robert L. Smith
Original assignee: Northern Telecom Limited
Priority date: 1996-12-03
Filing date: 1997-11-27
Publication date: 1998-06-11
Also published as: WO1998025387A2; WO1998025387A3; CA2242092C; CA2242092A1; WO1998025386A3; CA2242094C; CA2242094A1

Abstract

A call servicing system facilitates the servicing of customer calls by service agents (1300). The call servicing system includes local customer switches (1220), local agents switches (1320), a network switch (1110), and an Automatic Call Distribution (ACD) server (1120). The local customer switches direct calls to and from the customers (1200) and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

Description

SYSTEM CONNECTING REMOTE AGENTS OVER STANDARD TELEPHONE LINES

BACKGROUND OF THE INVENTION

The present invention relates generally to a call management system and more

particularly to a network in which remote agents connect over standard telephone lines

to service customer calls.

Many businesses use agents or operators to service customers by telephone.

These businesses often employ several agents connected to an Automatic Call

Distribution (ACD) system, such as a Meridian^® ACD manufactured by Northern

Telecom, Ltd., to handle multiple calls simultaneously. The call center technology

distributes the calls (usually dialed with a toll free number) to the agents.

There are three principal types of call center technology: standalone ACDs,

ACDs integrated with a Private Branch Exchange (PBX), and central office based

ACDs. The most commonly used type is the ACD integrated with a PBX.

Conventional call centers require agents to have a direct line connection to a

local ACD. The ACD handles the routing of calls to the agents and provides

management and reporting functions. The direct line connection limited, however, the distance from the local ACD agents could locate. Because many businesses want to be able to locate their agents at various

locations, even ones remote from an ACD, some conventional call centers have

technology to allow remote access. These conventional call centers require, in

addition to a voice path, a data path to exist between the remote agent's location and

the local ACD to report status changes, such as logging on, logging off, and agent

availability.

Some call centers use an Integrated Services Digital Network (ISDN) line as

the data path from the local ACD to the remote agent's location, while others use a

second standard telephone line as the data path. Still other centers use special

circuitry to permanently monitor dual tone multi-frequency (DTMF) tones on a

standard telephone line of the remote agent. This special circuitry effectively provides

the data path to the local ACD through which the remote agent reports status changes.

To provide this reporting functionality, these conventional call centers add

significant costs to the remote agent function by requiring an additional data path or

special circuitry. Additionally, establishing the data path from the remote agent

location to a local, centralized ACD can be complex and difficult to achieve, further

limiting the economic viability of the remote agent concept.

SUMMARY OF THE INVENTION

The present invention addresses this problem by permitting remote agents to

connect to a standard local switch over a standard telephone line, thereby eliminating

the requirement for an additional data path, special circuitry, or a connection to a local

ACD. In accordance with the purpose of the invention as embodied and broadly

described herein, the call servicing system according to the principles of the present

invention facilitates the servicing of customer calls by service agents. The call

servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server.

The local customer switches direct calls to and from the customers and the

local agent switches direct calls to and from the service agents. Remote service agents

connect to the local agent switches using a single standard telephone line. The

network receives a call from one of the customers, detects information from the

customer call, and routes the customer call to a remote service agent over the single

standard telephone line. The ACD server receives the detected information from the

network switch, determines that the remote service agent can service the customer

call, and controls the network switch to route the customer call to the remote service

agent over the single standard telephone line.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and constitute a part of

this specification, illustrate an embodiment of the invention and, together with the

description, explain the objects, advantages and principles of the invention. In the

drawings,

Fig. 1 is a diagram of a communications network consistent with the principles of the present invention;

Fig. 2 is a diagram of the components comprising the ACD Server of Fig. 1; Fig. 3 is a flowchart of the agent log-on activity consistent with the principles

of the present invention;

Fig. 4 is a flowchart of the agent availability and call flow activities consistent with the principles of the present invention;

Fig. 5 is a flowchart of the agent service activity consistent with the principles

of the present invention;

Figs. 6A and 6B contain a flowchart of the agent unavailability and log-off

activities consistent with the principles of the present invention;

Fig. 7 is a diagram of a modified communications network consistent with the

principles of the present invention; and

Fig. 8 is a diagram of another modified communications network consistent

with the principles of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

The following detailed description of the invention refers to the accompanying

drawings. The same reference numbers identify the same or similar elements.

The description includes exemplary embodiments, other embodiments are

possible, and changes may be made to the embodiments described without departing

from the spirit and scope of the invention. The following detailed description does

not limit the invention. Instead, the scope of the invention is defined only by the

appended claims.

Systems and methods consistent with the principles of the present invention

facilitate remote agent servicing by permitting a remote agent at any physical location to service customer calls through a standard local switch using a standard telephone

line.

I. Network Elements.

Fig. 1 is a block diagram of a communications network consistent with the

principles of the present invention. Network Call Center (NCC) 1100 connects

customer 1200 to agent 1300 of a virtual team of agents. A single customer and a

single agent have been shown for simplicity. The present invention does not require

any specific number of customers and agents, but encompasses any number of

customers and agents connected to any switch in the network.

Customer 1200 uses a conventional telephone 1210 to communicate with an

agent in a virtual agent team through NCC 1100 using the public network, such as the

Public Switched Telephone Network (PSTN). Switch 1220 is a standard PBX or

Class 5 telephone switch, and connects customer 1200 to NCC 1100 over a standard

telephone line.

To service customer calls, agent 1300 may use a number of different telephone

line terminals, such as a standard telephone (not shown) or computer 1310 with a

telephony card installed. Agent computer 1310 connects over a standard telephone

line to NCC 1100 via switch 1320 and the PSTN. Switch 1320 is a standard PBX or

Class 5 switch without ACD functionality.

NCC 1100 controls the routing of calls from customer 1200 to agent 1300.

Fig. 1 is a block diagram of the elements of NCC 1100, including High Level Switch

(HLS) 1110, ACD server 1120, and Interactive Voice Response unit (IVR) 1 130.

HLS 1110 is a network switch, such as a DMS Traffic Operator Position

System (TOPS) switch manufactured by Northern Telecom, Ltd. HLS 1110 routes calls from customer 1200 to agent 1300. HLS 1110 preferably contains an interface

that facilitates communication with ACD server 1120 to allow ACD server 1120 to

control call routing.

ACD server 1120 includes a computer with an Ethernet or Ethernet-

equivalent data connection to HLS 1110 and IVR 1130. ACD server 1120 preferably

includes an IBM-compatible computer executing Windows NT™, but might include a

UNIX™-capable computer, such as an HP model, the IBM Rise 6000, or any other

equivalent processor.

ACD server 1120 queues customer calls, records information regarding the

availability of agents, controls the routing of calls by HLS 1110 and the operation of

IVR 1130, and provides Management Information System (MIS) data. ACD server

1120 also processes network events reported by HLS 1110, and takes appropriate

action, such as rerouting calls and releasing called trunks due to busy conditions.

Fig. 2 is a block diagram showing the components of ACD server 1120,

including processing unit 2010, call buffer 2020, and agent buffer 2030. Processing

unit 2010 tracks agent availability and handles the processing of customer calls,

including the queuing of such calls in call buffer 2020 and the routing of these calls to

available agents.

Call buffer 2020 preferably includes several call queues arranged by

categories, such as by agent team, or by customer call criteria, such as the desired

language of the customer. The call queues may also contain priority call queues for

faster service by the agents. A call may be placed in a priority call queue, for

example, after it has waited in call buffer 2020 longer than a predetermined period of time. Agent buffer 2030 preferably contains several agent queues. The agent queues

can be arranged, for example, by agent team. Each agent queue contains values

representing idle agents waiting for a call to service. Similar to the call queues, the

agent queues may contain priority agent queues that are searched first when a new call

arrives needing service.

The particular queues within call buffer 2020 of calls that an agent services

and the queues within agent buffer 2030 of available agents are predetermined by the

operating telephone company, on behalf of the call center service provider. Agents

may need to service multiple queues or just one queue. Agents may also need to

service different queues at different priorities.

Returning to Fig. 1, IVR 1130 includes a computer, such as a personal

computer or a larger mainframe computer, with a voice connection to HLS 1110. IVR

1130 collects information from the customers to aid ACD server 1120 in categorizing the customer calls, storing them in a proper call queue in ACD server 1120, and

directing them to an appropriate agent. IVR 1130 plays announcements or music for

the customers while awaiting service in a call queue. IVR 1130 also interacts with

agents to collect agent status information, such as an agent logging on, logging off,

and agent availability.

II. Processing.

Figs. 3-6B are flowcharts illustrating the operation of the network call center

consistent with the principles of the present invention. Fig. 3 is a flowchart of the

agent log-on activity that occurs when an agent, such as agent 1300 in Fig. 1, wants to

service customer calls. Agent 1300 places a standard voice telephone call using a

predetermined telephone number over a standard telephone line [step 3010]. The predetermined telephone number is established by the operating telephone company

on behalf of the call center service provider, is preferably known only to agents of the

agent team, and notifies NCC 1100 of agent activity.

Agent 1300's call routes to NCC 1100 through switch 1320 and the PSTN.

HLS 1110 receives the call and identifies it as one requiring the services of ACD

server 1120 based on detection of the predetermined telephone number dialed by

agent 1300 [step 3020]. In response, HLS 1110 sets up a data session between HLS

1110 and ACD server 1120 over a data path, such as an Ethernet or Ethernet-

equivalent data path [step 3030]. Once HLS 1110 sets up the data session, HLS 1110

passes information about the call to ACD server 1120. This information preferably includes the calling number and the called number of agent 1300's call.

Using the information supplied by HLS 1 110, ACD server 1120 identifies the

call as one in which an agent is attempting to log-in to service customer calls. ACD

server 1120 might make this identification by comparing the calling number to a

database of agent calling numbers, thus identifying agent 1300 as an agent who is not

currently logged in.

ACD server 1120 directs HLS 1110 to set up a voice connection between

agent 1300 and IVR 1130 [step 3040]. Once HLS 1110 establishes the voice

connection, ACD server 1120 instructs IVR 1130 to prompt agent 1300 to enter an agent identifier and a password using DTMF digits or speech [step 3050]. ACD

server 1 120 verifies the agent identifier and password to ensure that only authorized

agents are permitted to log in [step 3060]. If IVR 1130 uses speech recognition, then

an additional level of security can be attained by recognizing the speech patterns of

authorized agents. Based on the agent identifier, ACD server 1120 updates internal records

indicating the skills agent 1300 has and the queues agent 1300 can serve. At the

completion of the dialogue, agent 1300 hangs up, thereby completing the log-in

process and indicating agent 1300's availability to service customer calls [step 3070].

Once agent 1300 logs in, agent 1300 awaits a customer call. Fig. 4 is a

flowchart of the agent availability and call flow activities according to the principles

of the present invention. A customer, such as customer 1200, places a voice call for a

desired service, such as to make a reservation or to order a product [step 4010]. To

place the voice call, customer 1200 dials a telephone number, typically a toll free number, for the desired service.

Switch 1220 routes customer 1200's call to NCC 1100 through the PSTN.

HLS 1110 receives the call and, from detecting the telephone number customer 1200

dialed, identifies it as a call requiring the services of ACD server 1120 [step 4020].

HLS 1110 then sets up a data session with ACD server 1120 [step 4030] and sends

ACD server 1120 call information, including the calling and called telephone

numbers. At this point, ACD server 1120 may desire to collect additional information

from customer 1200 [step 4040]. The criteria for collecting additional information is

preferably preestablished. For example, ACD server 1120 might always desire to

collect additional information or might desire to collect additional information only

from customers who have not previously called for the particular service.

If ACD server 1120 desires additional information from customer 1200, ACD

server 1120 directs HLS 1110 to set up a voice connection to IVR 1130 [step 4050].

Once HLS 1110 connects customer 1200's call to IVR 1130, ACD server 1120

instructs IVR 1130 to prompt customer 1200 for the desired information [step 4060]. Using this information, ACD server 1120 finds from the agent queues the next

available agent, e.g., agent 1300, that has the necessary skills to service customer 1200

[step 4070]. Once ACD server 1120 finds the appropriate agent, for our example,

agent 1300, ACD server 1120 instructs HLS 1110 to connect customer 1200 to agent

1300 through the PSTN [step 4080].

If ACD server 1120 does not need additional information from customer 1200

[step 4040], ACD server 1120 finds from the agent queues the next available agent,

again agent 1300, that has the necessary skills to service customer 1200, given the

information ACD server 1120 has regarding customer 1200 [step 4070]. Once ACD

server 1120 finds agent 1300, ACD server 1120 instructs HLS 1110 to connect

customer 1200's call to agent 1300 through the PSTN [step 4080].

When agent 1300 receives customer 1200's call, the agent service activity

shown in the flowchart of Fig. 5 occurs. Agent 1300 answers customer 1200's call

and provides the desired service [step 5010]. At the end of the service interaction,

customer 1200 hangs up (places customer telephone 1210 on-hook) [step 5020].

Switch 1220 detects the on-hook state of customer telephone 1210 and reports the on-

hook state to HLS 1110 through the PSTN.

HLS 1110, in turn, reports the on-hook state to ACD server 1120. In response,

ACD server 1120 instructs HLS 1110 to release the connection to customer 1200 if

HLS 1110 has not already done so [step 5030]. In conventional systems, the

connection to agent 1300 would automatically be dropped when customer 1200 went

on-hook. HLS 1110, however, executes a software routine to maintain separate

control over the connections to customer 1200 and agent 1300. This allows HLS 1110 to maintain the connection to agent 1300 after releasing the connection to

customer 1200 [step 5030].

After customer 1200 goes on-hook, agent 1300 performs any required post-call

work [step 5040]. After finishing, agent 1300 goes on-hook, indicating the

availability to service another customer call [step 5050]. Switch 1320 detects the on-

hook state of agent 1300 and reports the on-hook state to HLS 1110 through the

PSTN. HLS 1110, in turn, reports the on-hook state to ACD server 1120. In

response, ACD server 1120 instructs HLS 1110 to release the connection to agent

1300 if HLS 1110 has not already done so [step 5060].

At some point, agent 1300 may want to log-off or become unavailable to

service customer calls for a period of time without having to log-off. Figs. 6 A and 6B

contain a flowchart of the agent unavailability and log-off activities consistent with the principles of the present invention.

While servicing a customer, such as customer 1200, agent 1300 may desire to

become unavailable or log-off when completing the service [step 6010]. When agent

1300 completes service for customer 1200 and customer 1200 goes on-hook, HLS

1110 attaches a detection circuit capable of detecting DTMF digits to the connection

maintained with agent 1300. Agent 1300 then informs HLS 1110 of the desire to log¬

off or become temporarily unavailable by keying in a set of DTMF digits which are

interpreted by the detection circuit [step 6020].

If agent 1300 keys in a set of DTMF digits indicating a desire to be

temporarily unavailable, HLS 1110 informs ACD server 1120 of agent 1300's

unavailability. ACD server 1120 updates its records accordingly, performs any necessary Management Information System (MIS) functions, and might additionally

instruct HLS 1110 to connect agent 1300 to IVR 1130 to confirm the status change.

Next, ACD server 1120 determines whether the voice connection to agent

1300 should be maintained [step 6030]. ACD server 1120 could make this

determination from DTMF digits keyed in by agent 1300 or through agent 1300's

dialogue with IVR 1130. If the voice connection is maintained, then agent 1300

indicates its availability by going on-hook [step 6040]. If the voice connection is not

maintained, then agent 1300 places a call using a predetermined telephone number to

indicate availability [step 6050].

If agent 1300 wants to log-off instead of becoming temporarily unavailable,

agent 1300 keys in a set of DTMF digits which are detected by the detection circuit in

HLS 1110 [step 6020]. In response to a log-off indication from agent 1300, HLS

1110 informs ACD server 1120 of agent 1300's desire to log-off. ACD server 1120

updates its records accordingly, performs any necessary Management Information

System (MIS) functions, and might additionally instruct HLS 1110 to connect agent

1300 to IVR 1130 to confirm the log-off indication. ACD server 1120 then instructs

HLS 1110 to drop the connection to agent 1300 [step 6110].

When agent 1300 desires to become temporarily unavailable or log-off while

idle, that is, while not servicing any customer calls [step 6010], agent 1300 places a

standard voice telephone call using the predetermined telephone number [step 6060].

server 1120 based on detection of the predetermined telephone number dialed by

agent 1300 [step 6070]. In response, HLS 1110 sets up a data session between HLS 1110 and ACD server 1120 and passes information about the call to ACD server

1120.

Using the information supplied by HLS 1110, ACD server 1120 identifies the

call as one from an agent. ACD server 1120 directs HLS 1110 to set up a voice

connection between agent 1300 and IVR 1130 [step 6080]. Once HLS 1110

establishes the voice connection, ACD server 1120 instructs IVR 1130 to prompt

agent 1300 to indicate whether agent 1300 desires to log-off or become temporarily

unavailable [step 6090].

If agent 1300 informs IVR 1130 of the desire to become temporarily

unavailable, ACD server 1120 updates its records accordingly and performs any

necessary MIS functions. ACD server 1120 then determines, through agent 1300's

dialogue with IVR 1130, whether to maintain the voice connection to agent 1300 [step

6030]. If so, then agent 1300 indicates availability by going on-hook [step 6040]. If

the voice connection is not maintained, then agent 1300 places a call using the

predetermined telephone number to indicate availability [step 6050].

If agent 1300 informs IVR 1130 of the desire to log-off, ACD 1120 again

updates its records accordingly and performs any necessary MIS functions. ACD

server 1120 then instructs HLS 1110 to drop the connection to agent 1300 [step 6110]. III. Agent Connected to Host Computer.

Conventional call centers typically include a host computer from which agents

can obtain customer records, place orders, etc. Fig. 7 is a diagram of the

communications network of Fig. 1 modified such that agent 1300 has a data

connection to host computer 7100 through which agent 1300 obtains customer

records, places orders, etc. by conventional mechanisms. The data connection might be any conventional data connection, such as an Ethernet connection, and is

completely separate from the standard telephone line used by agent 1300 to service

customer calls.

Conventional call centers also commonly use data collected from a customer

to drive initial presentation screens on the agents' terminals. Fig. 8 is a diagram of the

communications network of Fig. 7 modified such that host computer 8100 connects to

both agent 1300 and ACD server 1120 over conventional data paths. Host computer

8100 communicates with ACD server 1120 to retrieve information about customer

1200 by conventional mechanisms. For example, if IVR 1130, in its dialogue with

customer 1200, retrieves customer 1200's account number, ACD server 1120 sends

this information to host computer 8100. Host computer 8100, in turn, relays the

information to agent computer 1310 for display to agent 1300 upon call arrival.

Another benefit of the network arrangement shown in Fig. 8 is that the data

connection between agent computer 1310, host computer 8100, and ACD server 1120

can be used to exchange agent status information, such as an agent logging on,

logging off, and agent availability.

IV. Conclusion.

The systems and methods according to the principles of the present invention

support remote agent functions by permitting service agents to service customer calls

through a standard local switch over a standard telephone line.

The foregoing description of preferred embodiments of the present invention

provides illustration and description, but is not intended to be exhaustive or to limit

the invention to the precise form disclosed. Modifications and variations are possible in light of the above teachings or may be acquired from practice of the invention. The

scope of the invention is defined by the claims and their equivalents.

A network level switch has been described as providing the call management

functionality. However, this need not be the case. The call management functionality

might alternatively be provided by a local switch. Furthermore, the ACD Server has

been described as containing the customer and agent queues. However, the High

Level Switch might alternatively provide this queuing.

Claims

WHAT IS CLAIMED IS:

1. A call servicing system comprising:

a plurality of customer switches, coupled to customers, configured to direct

calls to and from the customers;

a plurality of agent switches, coupled to service agents, configured to direct

calls to and from the service agents, at least one of the agents connecting to one of the

agent switches using a single standard telephone line;

network switching means connected to the customer switches and the agent

switches, and including

means for receiving a call from one of the customers,

means for detecting information from the customer call, and

means for routing the customer call to the one service agent via the one

agent switch over the single standard telephone line; and

Automatic Call Distribution (ACD) server means connected to the network

switching means, and including

means for receiving the detected information from the network

switching means,

means for determining that the one service agent can service the

customer call, and

means for controlling the network switching means to route the

customer call to the one service agent via the one agent switch.

2. The system of claim 1, wherein the one agent switch includes

a local switch lacking ACD functionality.

3. A method for managing calls at a network call center, comprising the steps of:

receiving a call from a customer requesting service;

determining a service agent that can process the customer call;

establishing a connection to the service agent over a single standard telephone

line to permit the service agent to service the customer call;

dropping a connection to the customer in response to an indication by the

customer while maintaining the connection to the service agent; and

dropping the connection to the service agent in response to an indication by the

service agent.

4. The method of claim 3, further comprising the step of

detecting call information from the received customer call, and

wherein the determining step includes the substep of

determining a service agent that can process the customer call based on

the detected call information.

5. A method of servicing calls from customers by agents connected to a

network call center via local agent switches, comprising the steps of:

connecting a terminal of one of the agents to one of the local agent switches using a single standard telephone line;

logging into the network call center using the agent terminal;

receiving a call from a customer requesting service at the agent terminal over

the standard telephone line, the network call center establishing a connection from the

customer to the agent terminal through the network call center;

servicing the customer call; and

performing post-call work after the customer terminates the customer call, the

network call center dropping the connection to the customer and maintaining the

connection to the agent terminal when the customer terminates the customer call.

6. A network call center for managing service calls from customers

coupled to customer switches to service agents coupled to agent switches, comprising:

a network switch connected to the customer switches and to the agent

switches, and including

means for receiving the service calls from the customers,

means for detecting call information from the service calls,

means for establishing voice connections between the customers and

the service agents to route the service calls to the service agents, and

means for separately dropping the voice connections, the network

switch maintaining separate control over a voice connection between one of

the customers and one of the service agents in such a manner that the network

switch separately drops a voice connection to the one customer while

maintaining a voice connection to the one service agent; and

an Automatic Call Distribution (ACD) server connected to the network switch,

and including

means for receiving the call information from the network switch,

means for queuing the service calls, and

means for controlling the establishing and dropping of the voice

connections between the customers and the service agents.

7. In a network that routes calls from customers coupled to customer

switches to service agents coupled to agent switches, a network switch controlled by

an Automatic Call Distribution (ACD) server and comprising:

means for receiving a customer call from one of the customers via a

corresponding customer switch;

means for detecting call information from the customer call;

means for sending the call information to the ACD server;

means for receiving routing instructions from the ACD server, the routing

instructions directing the customer call to one of the service agents;

means for establishing a voice connection between the customer and the

service agent to route the customer call to the service agent via a corresponding one of

the agent switches according to the routing instructions;

means for dropping the voice connection to the customer in response to

indication by the customer while maintaining the voice connection to the service

agent; and

means for dropping the voice connection to the service agent in response to

indication by the service agent.

8. A method for routing calls from customers coupled to customer

switches to service agents coupled to agent switches via a network switch controlled

by an Automatic Call Distribution (ACD) server, the method executed by the network

switch comprising the steps of:

receiving a customer call from one of the customers via a corresponding

customer switch;

detecting call information from the customer call;

sending the call information to the ACD server;

receiving routing instructions from the ACD server, the routing instructions

directing the customer call to one of the service agents;

establishing a voice connection between the customer and the service agent to

route the customer call to the service agent via a corresponding one of the agent

switches according to the routing instructions;

dropping the voice connection to the customer in response to indication by the

customer while maintaining the voice connection to the service agent; and

dropping the voice connection to the service agent in response to indication by the service agent.

9. In a network for routing calls from customers coupled to customer

switches to service agents coupled to agent switches, an Automatic Call Distribution

(ACD) server controlling a network switch coupled to the customer and agent

switches, and comprising:

means for receiving call information from the network switch, the call

information being information detected by the network switch regarding a call

received from one of the customers;

means for determining an identity of one of the service agents that can service

the call;

means for instructing the network switch to establish a voice connection

between the customer and the service agent to route the call to the service agent via a

corresponding one of the agent switches;

means for directing the network switch to drop the voice connection to the

customer while maintaining the voice connection to the service agent; and

means for directing the network switch to drop the voice connection to the

service agent.

10. A method for routing calls from customers coupled to customer

(ACD) server controlling a network switch coupled to the customer and agent

switches, the method executed by the ACD server comprising the steps of:

receiving call information from the network switch, the call information being

information detected by the network switch regarding a call received from one of the

customers;

determining an identity of one of the service agents that can service the call;

instructing the network switch to establish a voice connection between the

customer and the service agent to route the call to the service agent via a

corresponding one of the agent switches;

directing the network switch to drop the voice connection to the customer

while maintaining the voice connection to the service agent; and

directing the network switch to drop the voice connection to the service agent.