Scalable call center telecommunications system

Details Scalable call center telecommunications system Scalable call center telecommunications system

2004-08-30

2009-11-10

Al Aubaidi, Rasha S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010

Reexamination Certificate

active

07616757

ABSTRACT:
A telecommunications system for a call center. In one preferred embodiment, the telecommunications system includes a plurality of call stations coupled in a peer-to-peer network, each of the call stations includes a host computer and a scalable telecommunication management apparatus (STMA) in communication with the computer and providing for inbound and outbound calling activities. The call center telecommunications system is scalable meaning the number of call stations, each of which comprises a host computer and one or more STMAs, may be easily increased or decreased depending on the volume of calls without the need for expensive restructuring of the telecommunications system. Advantageously, the STMAs are embodied in circuit cards plugged into respective expansion slots of the host computer and the host computer is a personal computer. Information regarding incoming and outgoing calls of the call center is conveyed to an operator of the call station via audio and visual presentation.

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