Internet protocol call-in centers and establishing remote agents
US6879586B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 22, 1998 |
| Grant date | Apr 12, 2005 |
| Priority date | — |
| Expiry date | May 19, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13389
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
An IPNT call center is provided wherein agent's computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.