Common gateway to call control systems

Details Common gateway to call control systems Common gateway to call control systems

2001-02-08

2004-03-23

Tieu, Benny (Department: 2642)

Telephonic communications

Plural exchange network or interconnection

With interexchange network routing

C379S265020, C379S219000

Reexamination Certificate

active

06711249

ABSTRACT:

BACKGROUND OF THE INVENTION
1. Field of the Invention
This invention relates to the field of phone based communications. In particular, the invention relates to methods for providing a uniform interface to call center integration equipment that is vendor neutral.
2. Description of the Related Art
A variety of vendor specific call center integration equipment is manufactured. More specifically call routing equipment is used to control, and monitor, allocation of calls amongst a variety of call center facilities and provide support for database lookups and the like. The equipment is designed for programming using vendor specific programming interfaces and/or communication protocols. Accordingly one would use a different approach to obtain information from a Cisco call routing equipment than a Genesys call routing equipment.
This approach is limiting in the context of a phone application platform where calls for many vendors are being handled by a single platform. It additionally makes it difficult to describe programs in a vendor-neutral fashion.
Accordingly, what is needed is a method and apparatus for handling call center integration equipment in a vendor neutral fashion.


REFERENCES:
patent: 6549949 (2003-04-01), Bowman-Amuah
patent: 2002/0015480 (2002-02-01), Daswani et al.

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