VIRTUALIZED COMPUTER TELEPHONY INTEGRATED LINK FOR ENHANCED FUNCTIONALITY

摘要

An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adpated for monitoring transaction and status for the telephone and calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application, and the computer workstation reports telephone transaction and status data to the T-Server, which uses the data to effect call routing at a remote telephony switch. In some embodiments the computer workstations are personal computers (PCs) and the communication link between telephones and PCs is a PC-compatible serial data link.