Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
First Claim
1. A method for servicing a telephone call from a caller comprising the steps of:
- providing a plurality of virtual memory spaces, the virtual memory spaces having a different virtual agent assigned to each memory space;
receiving the telephone call on a voice channel of a plurality of voice channels associated with the virtual memory spaces;
placing the telephone call in one of the virtual memory spaces; and
servicing the telephone call through the voice channel from the one of the virtual memory spaces by the assigned virtual agent.
9 Assignments
0 Petitions
Accused Products
Abstract
A telephonic switching system 100 including a telephonic switch 102 services telephone calls received from telephonic units 104 through a telephonic network 106. The telephone calls are received at input ports 107 and placed in virtual memory spaces 118 by the telephonic switch 102. There is one virtual memory space 118 for each input port 107, or voice channel, in the telephonic switch 102 such that all telephone calls received by the switch 102 are placed in a different virtual memory space. Virtual agents 119 service the telephone calls in the virtual memory spaces 118. Each virtual agent 119 is associated with one of the virtual memory spaces 118. The virtual agents 119 may connect the telephone calls to any of a number of resources. Exemplary resources include a voice response unit 108, local agent units 110 and/or remote agent units 112.
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Citations
15 Claims
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1. A method for servicing a telephone call from a caller comprising the steps of:
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providing a plurality of virtual memory spaces, the virtual memory spaces having a different virtual agent assigned to each memory space; receiving the telephone call on a voice channel of a plurality of voice channels associated with the virtual memory spaces; placing the telephone call in one of the virtual memory spaces; and servicing the telephone call through the voice channel from the one of the virtual memory spaces by the assigned virtual agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A telephonic switching system for servicing a telephone call received on a voice channel of a plurality of voice channels, such switching system comprising:
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a plurality of virtual memory spaces associated with the plurality of voice channels, said plurality of virtual memory spaces each having an assigned different virtual agent a virtual memory space of the plurality of virtual memory spaces for placing the telephone call; and an assigned different virtual agent of the virtual memory space for servicing the telephone call through the voice channel from the virtual memory space. - View Dependent Claims (10, 11, 12, 13)
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14. A telephonic switch for servicing telephone calls received through a plurality of voice channels comprising:
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a plurality of virtual memory spaces associated with the plurality of voice channels for receiving the telephone calls; and a plurality of virtual agents for servicing the telephone calls from the virtual memory spaces through the plurality of voice channels, each of the virtual agents being associated with at least one of the virtual memory spaces. - View Dependent Claims (15)
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Specification