INTERNET PROTOCOL CALL-IN CENTERS AND ESTABLISHING REMOTE AGENTS
First Claim
1. A method for establishing a home agent from an Internet-connected call center, comprising steps of:
- (a) placing a first Internet Protocol Network Telephony (IPNT) call from a call-center managing computer to a PC at an agent'"'"'s location remote from the call-center managing computer, thereby establishing an active IPNT call;
(b) receiving a second IPNT call from a client at the call-center managing computer; and
(c) substituting the second call for the first call as the active IPNT call.
3 Assignments
0 Petitions
Accused Products
Abstract
An IPNT call center is provided wherein agent'"'"'s computers may be locally-connected to a managing computer on a local area network, or remote agents may act over the Internet with the managing computer. The managing computer establishes an IPNT call with each remote agent on duty, and then routes incoming IPNT calls to the remote agents by substituting an incoming call for an existing call without closing the existing call, thereby avoiding the necessity of establishing a new call with the remote computer for each call routed to the remote agent. In some embodiments the IPNT system is a part of a multimedia call center, wherein incoming calls may be either IPNT or plain old telephony service (POTS), and calls are routed to agents according to a set of business rules without regard to type.
64 Citations
10 Claims
-
1. A method for establishing a home agent from an Internet-connected call center, comprising steps of:
-
(a) placing a first Internet Protocol Network Telephony (IPNT) call from a call-center managing computer to a PC at an agent'"'"'s location remote from the call-center managing computer, thereby establishing an active IPNT call;
(b) receiving a second IPNT call from a client at the call-center managing computer; and
(c) substituting the second call for the first call as the active IPNT call. - View Dependent Claims (2, 3)
-
-
4. An Internet Protocol Network Telephony (IPNT) call center, comprising:
-
a managing computer having a connection to a wide area network (WAN); and
a plurality of agent stations at remote locations from the managing computer, a PC at each of the agent stations also connected to the Internet;
wherein the managing computer is adapted to establish a first IPNT call to one of the remote agent stations over the WAN, to receive a second IPNT call from a client while the first call is open, and to substitute the first call for the second call, thereby connecting the home agent with the client placing the second call. - View Dependent Claims (5, 6, 7, 8, 9, 10)
-
Specification