MULTIMEDIA TELECOMMUNICATION AUTOMATIC CALL DISTRIBUTION SYSTEM

摘要

A multimedia telecommunication automatic call distribution center which allows access to the call center via a plurality of access means, including telephone (104) and data networks (112-113) to provide simultaneous voice, data, and video access, and ensures effective transparent spreading of agents (120) over different geographical locations. The automatic call distribution center of the present invention uses a multimedia automatic call distribution server (110) acting as connection manager for data network callers and provides for automatic caller identification.