Integrated router, call center and call routing method

A technology of call center and router, which is applied in the direction of data exchange network, subscriber special service, digital transmission system, etc., and can solve problems such as cost increase

Inactive Publication Date: 2005-06-08
GENESYS TELECOMMUNICATIONS LABORATORIES INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The cost of providing such integrated data increases due to the need for ad

Method used

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  • Integrated router, call center and call routing method
  • Integrated router, call center and call routing method
  • Integrated router, call center and call routing method

Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0027] Figure 1 is a system diagram of a call center connected to a telecommunications network using IPNT to COST conversion according to the prior art. As briefly described for the background section, various prior art telecommunications networks utilize network bridging techniques to allow IPNT and COST incoming calls to work in call centers in parallel. In current systems, as also described above, call centers have implemented various implementations to convert IPNT calls to COST calls, and vice versa, to convert COST calls to IPNT calls. Figure 1 shows one such current prior art system.

[0028] In FIG. 1 , a telecommunications network 11 includes a public switched telephone network (PSTN) 13 , the Internet 15 , and a call center 17 . PSTN network 13 may be a private telephone network rather than a public network, and Internet 15 may be another public data network or a private data network, as is well known in the art.

[0029] In this basic prior art example, call cente...

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PUM

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Abstract

The Integrated Router (IR) includes a first link connecting the IR to a telephone switch that receives Connection Oriented Switched Telephone (COST) calls and switches the call to a telephone set connected at the agent desk; a second direct link connecting the IR to to a data network telephony (DNT) processor capable of receiving DNT calls and switching DNT calls to a DNT interface device connected to the network at the agent station; an agent status database storing status and availability information of the agent station; and A control routine that directly monitors and controls the switch and processor via the first and second links; wherein the switch and processor report incoming calls directly to the IR, whether they are COST or DNT calls, and the IR directly controls the switch and processor at least The call is routed to available agent desks under a single rule set based in part on agent status and availability information received from the database.

Description

technical field [0001] The present invention relates to the field of telephony, and more particularly to methods for making, in a call center, web-based, connection-oriented, switched telephony (COST) and data network telephony (DNT) calls, such as Internet Protocol telephony (IPNT) A method and device for call provider routing integration are provided. Background technique [0002] In the field of telephony, many improvements have been made in technology over the years to more effectively utilize telephony in the context of a mainframe call center. Most of these improvements involve the integration of telephone and switching systems in call centers with computer hardware and software adapted, among other features, to enable better routing of telephone calls, faster Send phone calls and their related information, and be able to provide better quality service to satisfy customers. Such computer-enhanced telephony is known in the field as computer-telephony integration (CTI)...

Claims

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Application Information

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IPC IPC(8): H04L12/56H04M3/00H04M3/42H04M3/493H04M3/51H04M3/523H04M7/00H04Q3/58H04Q3/72
CPCH04M3/42323H04M3/493H04M3/5191H04M3/523H04M7/006H04Q3/72H04L65/401H04L65/1104
Inventor 格里高利·申克曼阿历克·米罗斯拉维斯基
Owner GENESYS TELECOMMUNICATIONS LABORATORIES INC
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