发明名称 |
METHOD AND APPARATUS FOR PROVIDING INTEGRATED ROUTING FOR PSTN AND IPNT CALLS IN A CALL CENTER |
摘要 |
An integrated router (IR) (83) in a call center (17) monitors and controls both a telephony switch (27) receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor (29) receiving and forwarding DNT call. The one IR (83) consults a common data repository (86) storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both COST and DNT calls.
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申请公布号 |
WO0018074(A1) |
申请公布日期 |
2000.03.30 |
申请号 |
WO1999US20258 |
申请日期 |
1999.09.02 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. |
发明人 |
SHENKMAN, GRIGORY |
分类号 |
H04L12/56;H04M3/00;H04M3/42;H04M3/493;H04M3/51;H04M3/523;H04M7/00;H04Q3/58;H04Q3/72;(IPC1-7):H04L12/56 |
主分类号 |
H04L12/56 |
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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