Call distribution in distributed call centers
1 Assignment
0 Petitions
Accused Products
Abstract
A method and/or system for receiving or accepting and processing calls within a telephone network having lines, including a voice and a data channel, for connecting a caller to subscriber groups connected to the network. A subscriber group has an assigned network identifier via which all members of the subscriber group are able to be called by a caller. The calls intended for one subscriber group are distributed via a control to the individual members of the group on the basis of specifiable criteria, data records assigned to one connection being exchanged via the data channel, and the control being carried out by a control unit which is integrated in the network and has access to complete data records. A subscriber group may have an assigned control unit which automatically decides on the connection of a call to a special member of the group.
-
Citations
22 Claims
-
1-11. -11. (canceled)
- 12. A method for receiving and processing calls within a telephone network having lines, including a voice and a data channel, for connecting a caller to subscriber groups connected to the network, a subscriber group having an assigned network identifier via which all members of the subscriber group are able to be called by a caller, the calls intended for one subscriber group being distributed via a control to the individual members of the group on the basis of specifiable criteria, and data records assigned to one connection being exchanged via the data channel, wherein the control is carried out by a control unit which is integrated in network and has access to complete data records, a subscriber group having an assigned control unit which automatically decides on the connection of a call to a special member of the group.
- 17. A telephone network having a multiplicity of subscribers, who are able to be connected to one another via the network, and having subscriber groups, which include a plurality of members and which are able to be dialed via a common network identifier assigned to a group, the subscribers being able to be connected among themselves or to a subscriber group via lines which include a voice and a data channel, data records assigned to one connection to be established being exchanged via the data channel, characterized by control units, which are integrated in the telephone network and which control the establishment of the connections among the subscribers and individual members of a subscriber group and which have access to complete data records, an individual subscriber group having an assigned control unit, which is able to be dialed via the network identifier of the subscriber group and which connects the subscriber placing the call to one subscriber of the group.
Specification