Method and system for monitoring and managing multi-sourced...

Details Method and system for monitoring and managing multi-sourced... Method and system for monitoring and managing multi-sourced...

2005-11-22

2010-06-15

Matar, Ahmad F (Department: 2614)

Telephonic communications

Plural exchange network or interconnection

With interexchange network routing

C379S221010, C379S265010, C379S265020

Reexamination Certificate

active

07738646

ABSTRACT:
A mid-point call management node subject to monitoring through a workstation communicatively coupled thereto, provides call services (e.g., through extensible markup language (XML), and in particular call control extensible markup language (CCXML) and/or voice extensible markup language (VXML), instructions) for an inbound call received from an originating network at an originating point-of-presence (POP) associated with multiple, disparate call centers, the call services being provided in response to call management application instructions issued according to enterprise-specific strategies for optimizing call handling between the originating POP and domestic and/or international ones of the disparate call centers communicatively coupled thereto. Call center information (e.g., call load information) received at the management node from the multiple call centers may be used in connection with providing the call services. The enterprise-specific strategies may be instantiated as processes for: call routing, load balancing, work force management, and/or customer relationship management.

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Transera Communications, International Search Report and Written Opinion, PCT/US2005/042324, Mar. 27, 2006, 11 pp.

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