Call director system and method

US6785741B1 · kind B1 · utility

Assignee

• International Business Machines Corporation · US

Inventors

• Baiju D. Mandalia · Boca Raton, US
• Edward J. Dahmus · Boca Raton, US
• Pnina Vortman · Haifa, IL
• Ran Cohen · Petah Tikva, IL
• Uzi U. Shavdron · Mitzpe Aviv, IL
• Ann-Marie W. Hoher · Weston, US
• Vicki Colson · Tavernier, US
• Paul G. Ringhof · Boca Raton, US
• Elinor R. Williams · Delray Beach, US

Key dates

• Filing date: May 9, 2000
• Grant date: Aug 31, 2004
• Expiry date: May 9, 2020

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5166
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A call director (CD) system and method is disclosed which enables a Virtual Automatic Call Director (ACD) environment with integrated voice response unit (VRU) and Virtual Automatic Call Distributor (VACD) to have a programmable interface with a common script logic so that the complete call flow can be executed in a single process. The disclosed system incorporates a network interface (111), one or more VPU IP telephony servers (112), a MCU configuration/supervision unit (113), Virtual Automatic Call Distributor (VACD) subsystem (114), customer information files (115), and incoming call router (ICR) (104).