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

摘要

An Internet Protocol Network Telephony (IPNT) call-routing system having a call-routing processor (104) connected to a wide area network (WAN) (125) and adapted for receiving, processing, and routing incoming IPNT calls to IP addresses on the WAN (125). A computer station (131; 132) is connected to the WAN (125) and is adapted for receiving IPNT calls from the call-routing processor (104). The computer station (131; 132) is enabled for an agent to receive an IPNT call originated by a caller, to elicit information from the caller, and to return the call to the call-routing processor (104) associated with the newly-elicited information. The call-routing processor (104) is adapted to re-route the call to a new IP address, using the newly-elicited information in the re-routing decision.