Method and apparatus for routing calls by proxy using...

Details Method and apparatus for routing calls by proxy using... Method and apparatus for routing calls by proxy using...

2006-07-18

2006-07-18

Hong, Harry S. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088170, C379S088180, C379S201020, C379S265090

Reexamination Certificate

active

07079641

ABSTRACT:
A transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point having transaction server software and multiple venues for receiving and notifying of telephony events according to venue, a plurality of virtual transaction server applications associated one each per venue for disposing of pending telephony events according to established protocols and an intermediary server disposed between and connected to the routing point and to the plurality of virtual transaction applications. The intermediary server maps communication paths between individual ones of the multiple venues of the routing point to individual ones of the virtual transaction applications and wherein each virtual transaction application functions on behalf of at least one tenant of the multi-tenant communication center to process events.

REFERENCES:
patent: 6788779 (2004-09-01), Ostapchuck

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