SYSTEM AND METHOD FOR CALL PARK AND TRANSFER IN A TELECOMMUNICATIONS NETWORK

摘要

A system and method provide management of parking resources and complete control of the call throughout the entire duration of the call. The system comprises: a switch network (30) receives a call from call originator (28). A call center (50) includes: ACD (52) connects to management system (58) and agent workstations (54) through local area network (56). A service workstation (62) and CTI server (60) connect to CTI data collection server (38) over wire area network (26). Call center router (36) receives a call routing query from data access point (20) via data gateway (22). The parking manager (42) determines which parking platform (32) is available to park the call through parking data gateway (34). The parking manager (42) may also initiate a timer, the expiration of which triggers the release of the call to voicemail treatment (46) or other call treatment (48).