System and method for dynamic queuing in an automatic call...

Details System and method for dynamic queuing in an automatic call... System and method for dynamic queuing in an automatic call...

2007-06-19

2007-06-19

Winder, Patrice (Department: 2151)

Electrical computers and digital processing systems: multicomput

Remote data accessing

Accessing a remote server

C709S227000, C379S265010, C379S265020, C379S265080, C379S265090, C379S265140, C379S266010, C379S266030, C379S266060

Reexamination Certificate

active

09735427

ABSTRACT:
A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.

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Fredrik Fingal and Patrik Gustavsson,A SIP of IP-telephonyMaster's Thesis, Feb. 10, 1999.

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