System and method for operating a plurality of call centers

Details System and method for operating a plurality of call centers System and method for operating a plurality of call centers

1997-01-14

1999-06-22

Matar, Ahmad F.

Telephonic communications

Plural exchange network or interconnection

With interexchange network routing

379265, 379309, H04M 700

Patent

active

059150122

ABSTRACT:
A network-level routing system has a router and a connected information server at network level, the information server linked to a plurality of CTI servers each connected by a CTI link to a telephony switch in a call center. The CTI servers are adapted to monitor and control the telephony switches, which may be of different make and manufacture, and to report switch status to the connected information server at network level on a continuous basis, transaction-by-transaction. Incoming calls are routed to the telephony switches at the call centers by the network-level router based on the continually updated information in the network-level information server.

REFERENCES:
patent: 5008930 (1991-04-01), Gawrys et al.
patent: 5164983 (1992-11-01), Brown et al.
patent: 5181239 (1993-01-01), Jolissaint
patent: 5467391 (1995-11-01), Donaghue, Jr. et al.
patent: 5469504 (1995-11-01), Blaha
patent: 5530744 (1996-06-01), Charalambous et al.
patent: 5590188 (1996-12-01), Crockett
"Newton's Telecom Dictionary" by Harry Newton, pp. 279 and 1145-1148, Nov. 1994.

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