Looking for breakthrough ideas for innovation challenges? Try Patsnap Eureka!

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
View PDF0 Cites 5 Cited by
  • 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 additional dedicated hardware at the network layer and within the call center

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • 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
Effect test

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...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

An integrated router (IR) in a call center monitors and controls both a telephony switch receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor receiving and forwarding DNT calls. The one IR consults a common data repository storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both OST and DNT calls.

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

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
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
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Patsnap Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Patsnap Eureka Blog
Learn More
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com