Communication center methods and apparatus

Details Communication center methods and apparatus Communication center methods and apparatus

2007-03-28

2011-11-29

Kuntz, Curtis (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265090, C379S265110, C379S265130, C379S266010, C379S266020

Reexamination Certificate

active

08068594

ABSTRACT:
A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable. A management module manages the allocation of the operator terminals between the plurality of different business affiliations being supported by the communications center. The management module loads a set of configuration information into an operator terminal to match a determined business affiliation with a customer's communications device capabilities. At different times, e.g. corresponding to an initial communications session and a follow-on communications session, the same customer may be connected to different physical operator terminals and be communicating with different actual operators; however, from the perspective of the customer, the customer is made to think that the communication is with the same operator terminal and same operator.

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