SYSTEM AND METHOD FOR ADDING AND INTEGRATING OUTBOUND CALLING AND OVERALL SYSTEM CONTROL TO AN EXISTING INBOUND TELEPHONE SYSTEM
 Inventors: Robert J. Stent, Westford; George
Melillo, Townsend, both of Mass.; John
E. Cambray, Pelham; James F.
Mitchell, Windham, both of N.H.
 Assignee: Davox Corporation, Westford, Mass.
 Appl. No.: 550,280
 Filed: Oct. 30,1995
Related U.S. Application Data
 Continuation of Ser. No. 32,844, Mar. 17,1993, abandoned.
 Int. CI.6 H04M 1/64
 U.S. CI 379/265; 379/266; 379/309
 Field of Search 379/265, 266,
379/309, 34, 113, 211
 References Cited
U.S. PATENT DOCUMENTS
4,894,857 1/1990 Szlam et al 379/246
4,896,345 1/1990 Thome 379/266
5,008,930 4/1991 Gawrys et al 379/211
5,214,688 5/1993 Szlam et al 379/112
William A. Durr, Jr., ACD Systems in the Telemarketing
Environment, Feb. 1987, pp. 47-49.
TeleNews, Nov. 1986, Telemarketing, p. 10.
Primary Examiner—Ahmad F. Matar
Attorney, Agent, or Firm—Daniel J. Bourque; Kevin J.
Disclosed is a system and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system. The existing inbound telephone call distribution system is coupled to a number of telephone lines, and connects incoming calls to an available operator having a voice signal processing unit. The present system detects at least one available operator and an absence or a threshold condition of incoming calls to connect to the operator. An automated telephone dialer, coupled t6 the inbound call distributor, is also provided. The automated telephone dialer is responsive to the detection of at least one available operator and the absence or threshold condition of incoming calls to connect to the operator, for placing an outbound telephone call. The system directs that the voice portion of an answered outbound telephone call be connected to the existing voice signal processing unit of the available operator. Additionally, data associated with and concerning a called party presently being connected to the operator is made available to the operator answering the call at a data display unit provided at the workstation of the available operator.