Internet network call center

Details Internet network call center Internet network call center

1997-12-02

2000-09-19

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

370353, 379 9323, 379220, 379900, H04M 3523, H04M 1100, H04M 700, H04L 1266

Patent

active

061223646

ABSTRACT:
A call servicing system permits service agents to service customer calls over a data network. The call servicing system includes customer switches that direct calls to and from the customers, agent terminals for use by the service agents in servicing the customer calls, a network switch, a call translation unit, and an Automatic Call Distribution (ACD) server. The network switch receives the customer calls and transfers the calls to the call translation unit under direction of the ACD server. The call translation unit routes the calls to selected service agents. The ACD server selects the service agents to service the calls, and controls the call translation unit to forward the calls to the agent terminals associated with the selected service agents over the data network.

REFERENCES:
patent: 4048452 (1977-09-01), Oehring et al.
patent: 4289934 (1981-09-01), Pitroda et al.
patent: 4466098 (1984-08-01), Southard
patent: 4674036 (1987-06-01), Conforti
patent: 4700381 (1987-10-01), Eher
patent: 4737983 (1988-04-01), Frauenthal et al.
patent: 4755995 (1988-07-01), Anderson et al.
patent: 4866763 (1989-09-01), Cooper et al.
patent: 4881261 (1989-11-01), Oliphant et al.
patent: 4893301 (1990-01-01), Andrews et al.
patent: 4951310 (1990-08-01), Honda et al.
patent: 4988209 (1991-01-01), Davidson et al.
patent: 5023868 (1991-06-01), Davidson et al.
patent: 5031211 (1991-07-01), Nagai et al.
patent: 5036535 (1991-07-01), Gechter et al.
patent: 5062103 (1991-10-01), Davidson et al.
patent: 5073890 (1991-12-01), Danielsen
patent: 5113430 (1992-05-01), Richardson, Jr. et al.
patent: 5153909 (1992-10-01), Beckle et al.
patent: 5175866 (1992-12-01), Childress et al.
patent: 5193110 (1993-03-01), Jones et al.
patent: 5214688 (1993-05-01), Szlam et al.
patent: 5271058 (1993-12-01), Andrews et al.
patent: 5291492 (1994-03-01), Andrews et al.
patent: 5291550 (1994-03-01), Levy et al.
patent: 5291551 (1994-03-01), Conn et al.
patent: 5309505 (1994-05-01), Szlam et al.
patent: 5309513 (1994-05-01), Rose
patent: 5317627 (1994-05-01), Richardson, Jr. et al.
patent: 5335268 (1994-08-01), Kelly, Jr. et al.
patent: 5335269 (1994-08-01), Steinlicht
patent: 5341374 (1994-08-01), Lewen et al.
patent: 5353339 (1994-10-01), Scobee
patent: 5355403 (1994-10-01), Richardson, Jr. et al.
patent: 5392345 (1995-02-01), Otto
patent: 5392346 (1995-02-01), Hassler et al.
patent: 5402474 (1995-03-01), Miller et al.
patent: 5404350 (1995-04-01), DeVito et al.
patent: 5450482 (1995-09-01), Chen et al.
patent: 5452350 (1995-09-01), Reynolds et al.
patent: 5459780 (1995-10-01), Sand
patent: 5526353 (1996-06-01), Henley et al.
patent: 5546452 (1996-08-01), Andrews et al.
patent: 5608786 (1997-03-01), Gordon
patent: 5633924 (1997-05-01), Kaish et al.
patent: 5684870 (1997-11-01), Maloney et al.
patent: 5724412 (1998-03-01), Srinivasan
patent: 5778060 (1998-07-01), Otto
patent: 5841854 (1998-11-01), Schumacher et al.
patent: 5848143 (1998-12-01), Andrews et al.
patent: 5878130 (1999-03-01), Andrews et al.
patent: 5889774 (1999-03-01), Mirashrafi et al.
patent: 5940497 (1999-08-01), Miloslavsky
V/IP Applications Guide, "Complete Voice and Fax Integration Over IP Networks," pp. 1-2, Jun. 1997, HTTP://www.micom.com/product/vip/cov.html.
V/IP Applications Guide, "How V/IP Works," pp. 1-4, Jun. 1997, HTTP://www.micom.com/product/vip/how.html.
V/IP Applications Guide, "The MICOM V/IP Phone/Fax IP Gateway," pp. 1-4, Jun. 1997, HTTP://www.micom.com/product/vip/micom vip.html.
V/IP Applications Guide, "V/IP Applications," pp. 1-3, Jun. 1997, HTTP://www.micom.com/product/vip/application.html.
V/IP Applications Guide, "Putting It All Together," pp. 1-6, Jun. 1997, HTTP://www.micom.com/product/vip/together.html.
Giordano et al., "PCS Number Portability", IEEE/ICCC, pp. 1146-1150, 1994.
Japanese Patent Abstract Publication No. 07170288, dated Jul. 4, 1995.
Harvey, D.E., et al. "Call Center Solutions," AT&T Technical Journal, vol. 70, No. 5, Sep. 1, 1991, pp. 36-44.

Affiliated with

Also associated with

Rating

Internet network call center does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Internet network call center, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Internet network call center will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-1081324