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

摘要

An Internet-Protocol Network Telephony (IPNT) call routing system, comprises a first processor (223) connected to a data packet network (DPN) and to a first data link (212) at the network level, separate from the DPN. A remote call centre (122) has a second processor (224) connected to the DPN and to a second data link (213), and connected on a local area network (LAN) (301) to a plurality of computers at operator workstations (133, 134). Each computer has a video display unit (PC/VDU). The first processor (223) receives an IPNT call, elicits data about the call, forwards the call on the DPN to the second processor (224), and the data on the second data link (213). The second processor (224) receives, on the second data link (213), the data associated with the incoming IPNT call forwarded on the DPN, and routes the incoming calls to individual ones of the computers at workstations (133, 134) at least partially based on the data received on the second data link (213).