Apparatus and methods enhancing call routing to and within call-centers

摘要

There is disclosed an Internet Protocol Network Telephony (IPNT) call-routing system for routing incoming IPNT calls to at least one agent workstation (131, 132) in an IPNT-capable call center (121). The system comprises an initial call-processing system in the Internet receiving IPNT calls from customers in the Internet, and includes a Service Control Point (SCP) processor (101) routing the incoming IPNT calls to selected agent addresses at the call center (121). The SCP processor (101) uses activity information, including one or more of call volume, agent status, and agent skills, received from the at least one call center to select the agent addresses at agent workstations (131, 132) in the call center (121) to route the incoming IPNT calls.