Method and apparatus for routing voice and video calls to a grou

Details Method and apparatus for routing voice and video calls to a grou Method and apparatus for routing voice and video calls to a grou

1996-07-26

1999-04-13

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

348 14, 348 16, 370270, 370524, 379309, H04Q 364, H04M 300, H04N 714, H04J 312

Patent

active

058945121

ABSTRACT:
A call center, including a PBX/ACD and a CTI server, is provided to route both voice and video calls to a single group of agents. A modem call from an end-point terminal is used to initiate and prepare a video call. Upon receiving an inbound voice or a modem call, the PBX/ACD passes ANI and DNIS to the CTI server. In response to the inbound voice or video call, the CTI server selects a group of agents capable of handling the inbound call, and sends routing information to the PBX/ACD so that the ACD can route the inbound call to the selected group of agents. Before an inbound call is routed to an agent, the CTI server generates a flag to indicate the nature of the inbound call. If the flag indicates a video call initiated by a modem call, a modem at the agent's side will respond to the modem call from the end-point terminal, and a separate ISDN call is then made to establish a video connection. If the flag indicates a voice call, a telephone set at the agent's side will simply ring.

REFERENCES:
patent: 4645872 (1987-02-01), Pressman et al.
patent: 5164982 (1992-11-01), Davis
patent: 5400068 (1995-03-01), Ishida et al.
patent: 5432848 (1995-07-01), Norio
patent: 5444477 (1995-08-01), Yamadera et al.
patent: 5469504 (1995-11-01), Blaha
patent: 5473680 (1995-12-01), Porter
patent: 5479487 (1995-12-01), Hammond
patent: 5563937 (1996-10-01), Bruno et al.

Affiliated with

Also associated with

Rating

Method and apparatus for routing voice and video calls to a grou does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Method and apparatus for routing voice and video calls to a grou, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for routing voice and video calls to a grou will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-226643