Contact center with normalized multiple protocol architecture
US7382773B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 31, 2003 |
| Grant date | Jun 3, 2008 |
| Priority date | — |
| Expiry date | Mar 13, 2026 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/203
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.