Method and apparatus for global call queue in a global call center
First Claim
1. A contact center, comprising:
- (a) a plurality of media servers, each of the media servers being associated with a plurality of corresponding agent communication devices, wherein each of the media servers and corresponding agent communication devices are positioned in a respective agent domain;
(b) a plurality of gateways, each of which is currently controlled by a corresponding one of the plurality of media servers, the plurality of gateways being positioned in a contactor domain; and
(c) a packet-switched Wide Area Network (WAN) connecting the plurality of media servers and the plurality of gateways, wherein a first gateway of the plurality of gateways is operable to physically park an incoming customer contact in the customer domain until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway to at least one of (i) a second media gateway for processing by the second media gateway'"'"'s corresponding second controlling media server and (ii) a first media server controlling the first gateway.
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Accused Products
Abstract
The present invention is directed to a contact center, comprising:
(a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n;
(b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and
(c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n. A first gateway 128a is operable to physically park an incoming customer contact in the customer domain 104 until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway 128a to at least one of (i) a second media gateway 128b for processing by the second media gateway'"'"'s corresponding second controlling media server 112b and (ii) a first media server 112a controlling the first gateway 128a.
331 Citations
22 Claims
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1. A contact center, comprising:
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(a) a plurality of media servers, each of the media servers being associated with a plurality of corresponding agent communication devices, wherein each of the media servers and corresponding agent communication devices are positioned in a respective agent domain;
(b) a plurality of gateways, each of which is currently controlled by a corresponding one of the plurality of media servers, the plurality of gateways being positioned in a contactor domain; and
(c) a packet-switched Wide Area Network (WAN) connecting the plurality of media servers and the plurality of gateways, wherein a first gateway of the plurality of gateways is operable to physically park an incoming customer contact in the customer domain until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway to at least one of (i) a second media gateway for processing by the second media gateway'"'"'s corresponding second controlling media server and (ii) a first media server controlling the first gateway. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for processing a contact from a contactor, comprising:
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(a) a contact processing computational component in a contactor domain receiving an incoming contact from a contactor;
(b) the computational component setting up and parking the incoming contact at the computational component;
(c) the computational component signaling a media server regarding the existence of the incoming contact, wherein the media server currently controls the computational component, the media server is in communication with a plurality of agent communication devices, the media server is located in an agent domain, and the computational component is located in a contactor domain;
(d) while the contact is physically located at the computational component, the media server assigning to the contact a queue position in a logical work item queue; and
(e) when the assigned queue position has advanced to a selected queue position, transferring the contact from the computational component to the media server for servicing by an agent associated with at least one of the agent communication devices. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification