Automatic call distribution with computer telephony...

Details Automatic call distribution with computer telephony... Automatic call distribution with computer telephony...

2005-07-19

2005-07-19

Deane, Jr., William J. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S265090

Reexamination Certificate

active

06920216

ABSTRACT:
A software ACD is described that is interposed between a switch or packet telephony environment, and an applications computer running a call processing application. The ACD may pass through primitive commands from the applications computer for direct execution by the switch or packet telephony environment, or in response to complex commands from the applications computer it may generate one or more different commands for execution by the switch or telephony environment.

REFERENCES:
patent: 2001/0028649 (2001-10-01), Pogossiants et al.
patent: 2003/0108064 (2003-06-01), Bilke et al.
patent: 1318654 (2003-06-01), None
Mattern F et al: “CTI-Ansteuerung einer TK-Anlage euber CORBA und Java Telephony API am Beispiel eines Least-Const-Routers”; Projektabschlussbericht Universitaet Darmstadt, pp. 1-69, XP002257652.
Alan Percy: “Advantages of S.100 For Developers”; Brooktrout Technology Online, Mar. 2000, XP002266604, Retrieved from the Internet: http://www.brooktrout.com/whitepapers/pdf/s100.pdf.

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