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Method and apparatus for global call queue in a global call center

  • US 20060067506A1
  • Filed: 02/14/2005
  • Published: 03/30/2006
  • Est. Priority Date: 09/29/2004
  • Status: Active Grant
First Claim
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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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