Voice over internet protocol implemented call center

• US 20060221941A1
• Filed: 11/05/2005
• Published: 10/05/2006
• Est. Priority Date: 11/05/2004
• Status: Abandoned Application

• Current Assignee: Alexander Lobastov, Alexei Vovenko, Konstantin Kishinsky, Pavel Karpenko, Sergey Menshikov
• Original Assignee: Alexander Lobastov, Alexei Vovenko, Konstantin Kishinsky, Pavel Karpenko, Sergey Menshikov
• Inventors: Karpenko, Pavel, Lobastov, Alexander, Vovenko, Alexei, Menshikov, Sergey, Kishinsky, Konstantin
• Application Number:
  US11/267,959
• Publication Number:
  US 20060221941A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks

Abstract

The present invention takes advantage of Voice over Internet Protocol (VoIP) technology by introducing VoIP-based call center telephony equipment that is software-based and runs on inexpensive off-the-shelf personal computer (PC) systems. With the VoIP-based call center system of the present invention, the traditional Public Switched Telephone Network (PSTN) is coupled to a Voice over Internet Protocol (VoIP) gateway in order to convert all incoming traditional telephone communication into VoIP based telephony telecommunication. This is performed using the well-known SIP telephony protocol set forth in RFC 3261. Once converted to the VoIP format, the incoming VoIP-based calls are directed to the VoIP based Call Center Server system. The Call Center Server system provides all the sophisticated call center features that were formerly only available in large call centers created with specialized expensive telephone equipment

Claims

1. A Call Center system, said call center system comprising:

a local area network;

a PSTN to VoIP gateway;

said PSTN to VoIP gateway directing calls on said PSTN onto said local area network;

a plurality of agent stations coupled to said local area network, said agent stations comprising a VoIP telephone; and

a call center server, said call center server for queuing incoming calls and distributing calls to said agent stations.