| 摘要 |
A method and apparatus are provided for routing a call within an automatic contact distributor 22. The method includes the steps of transferring control of the call to a buffer server 30, setting up a call connection between an agent 24, 26 of the automatic call distributor and a client 14, 16 of the automatic call distributor through the buffer server, readdressing SIP messages (100, Figure 2) received by the buffer server from the agent and forwarding the re-addressed SIP messages to the client and re-addressing SIP messages received from the client and forwarding the re-addressed SIP messages to the agent. Session Initiation Protocol based ACD for use over the Internet using communication methods such as Voice Over Internet Protocol (VOIP).
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