Virtualization of one or more sets of physical contact...

Details Virtualization of one or more sets of physical contact... Virtualization of one or more sets of physical contact...

2009-02-25

2011-12-27

Phillips, Hassan (Department: 2467)

Multiplex communications

Special services

Distribution of signal to multiple agent stations

C379S265050, C379S265060, C709S226000, C709S229000

Reexamination Certificate

active

08085693

ABSTRACT:
A system for virtual representation of physical contact center resources includes a server coupled to a wide-area-network (WAN), a digital medium accessible to the server, and a resource virtualization application executable from the digital medium to run on the server, characterized in that at least one physical contact center having physical resources has access to the server over the network wherein the resource virtualization application categorizes and represents the physical resources in an abstract way for access by customers of one or more virtual contact centers.

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