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Enterprise contact server with enhanced routing features

  • US 20040028213A1
  • Filed: 08/11/2003
  • Published: 02/12/2004
  • Est. Priority Date: 11/21/1997
  • Status: Active Grant
First Claim
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1. In a communications network, a system for establishing and maintaining communications between a customer and a business having a plurality of call centers over a plurality of communications media, said system including:

  • (a) a first means for establishing a first communications link between a customer and a company web server;

    (b) a second means for tracking available resources at each of said plurality of call centers, said resources including a call center agent having a particular skill set and availability status, said second means further selecting a call center having a qualified agent available to communicate with said customer;

    (c) a third means for establishing a second communications link between said selected call center and said customer; and

    (d) a premises contact server located at each of said plurality of call centers having means for managing and synchronizing simultaneous IP communications between said web server and said selected call center, and between said web server and said customer, whereby said agent at said selected call center and said customer may each view said first communications links while communicating with each other over said second communications link.

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