Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-02-14
2010-02-02
Addy, Thjuan K (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S264000, C379S265010, C379S265020, C379S265090, C379S309000
Reexamination Certificate
active
07657021
ABSTRACT:
The present invention is directed to a contact center, comprising:(a) a plurality of media servers112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices120a-ipositioned in a respective agent domain100a-n;(b) a plurality of gateways128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers112a-nand positioned in a contactor domain104; and(c) a packet-switched Wide Area Network (WAN)108connecting the plurality of media servers128a-nand the plurality of gateways112a-n. A first gateway128ais operable to physically park an incoming customer contact in the customer domain104until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway128ato at least one of (i) a second media gateway128bfor processing by the second media gateway's corresponding second controlling media server112band (ii) a first media server112acontrolling the first gateway128a.
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Flockhart Andrew D.
Howell Christopher Robinson
Mathews Eugene P.
Romero Chadwick Joseph
Addy Thjuan K
Avaya Inc.
Sheridan & Ross P.C.
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