Method and apparatus for controlling a contact center
US6766011B1 · kind B1 · utility
14Cited by
105References
12Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Jun 16, 2000 |
| Grant date | Jul 20, 2004 |
| Priority date | — |
| Expiry date | Feb 21, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6018
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A switching apparatus for a contact center is integrated into a legacy contact center including a PBX. The switching capacity of both of the PBX and the switch are utilized efficiently by handing off controller specific desktop agents between the central processor and the PBX.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.