Apparatus and methods enhancing call routing to and within call centers

摘要

A rerouting system for Internet Prootocol Telephony calls between call centers adapted for processing such calls incorporates sequential series of addresses for rerouting to any specific point, wherein calls rerouted to that point are addressed to each succeeding address in order, so no one address in the pool is used a second time until all other addresses in the pool are used at least once. This system prevents rerouted calls from being sent to the same address within a certain period of time, and the pool of addresses may be virtual addresses, allowing calls to be queued at the destination and distributed to connected workstations as agents become available.