Internet network call center

摘要

A call servicing system permits service agents to service customer calls over a data network. The call servicing system includes customer switches that direct calls to and from the customers, agent terminals for use by the service agents in servicing the customer calls, a network switch, a call translation unit, and an Automatic Call Distribution (ACD) server. The network switch receives the customer calls and transfers the calls to the call translation unit under direction of the ACD server. The call translation unit routes the calls to selected service agents. The ACD server selects the service agents to service the calls, and controls the call translation unit to forward the calls to the agent terminals associated with the selected service agents over the data network.