Voice over internet call center integration

Details Voice over internet call center integration Voice over internet call center integration

2007-09-11

2007-09-11

Pham, Chi (Department: 2616)

Multiplex communications

Pathfinding or routing

Combined circuit switching and packet switching

C370S359000, C370S493000, C370S902000, C705S026640, C709S203000

Reexamination Certificate

active

09579370

ABSTRACT:
A telephony server, comprising an application program executing under an operating system, communicating directly with telephony hardware to implement telephony system control, having an application programming interface including a call to an external program also executing under the operating system, the application program supporting a plurality of instances of the external programs simultaneously, each external program implementing call handling logic for at least one voice communications channel. The application program may communicate with a Web server, wherein said server proactively communicates with the user in dependence on an automated analysis of a status of a user's shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session.

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