发明名称 |
DISTRIBUTED MULTIMEDIA SOFTWARE-BASED CALL CENTER |
摘要 |
A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits. |
申请公布号 |
EP1320805(A1) |
申请公布日期 |
2003.06.25 |
申请号 |
EP20010964048 |
申请日期 |
2001.08.14 |
申请人 |
TELEPHONY@WORK, INC |
发明人 |
EZERZER, RAN;JARQUIN, ROBERT, ARMANDO, PORTILLO;ALJANE, ALI;BORODOW, ELI, BEN;HOLLY, GERALD, AUGUSTIN, JR.;MARGUILES, EDWIN, KENNETH |
分类号 |
H04M3/51;H04L12/24;H04L29/06;H04M3/523 |
主分类号 |
H04M3/51 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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