Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control
First Claim
1. An Internet Protocol Network Telephony (IPNT) call routing system, comprising:
- an Internet Protocol (IP) gateway for receiving incoming IP calls;
a first processor connected to the (IP) gateway; and
a plurality of destination sites each having an IP network connection to the IP gateway, each destination site including a destination processor having an Internet connection to the first processor;
wherein the first processor connected to the IP gateway maintains a list of incoming IPNT calls received at the IP gateway as a virtual queue and publishes the list to the destination processors, individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request routing of IPNT calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the IP gateway to route IPNT calls to the requesting destination sites.
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Accused Products
Abstract
A telephone switching and routing system has a first switching apparatus for receiving incoming calls, a first processor connected to the first switching apparatus, and a plurality of destination sites each connected to the first switching apparatus by a telephony trunk, each destination site including a destination processor coupled to the first processor by a communication link separate from the telephony trunk. The first processor connected to the first switching apparatus maintains a list of incoming calls received at the first switching apparatus as a virtual queue, wherein individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request switching of calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the first switching apparatus to switch calls to the requesting destination sites. In some systems there are intermediate processors dedicated to maintaining all or portions of the virtual queue, and calls received at plural switches may be replicated in such virtual queues maintained at one or plural sites. The intermediate processors negotiate with destination processors which request (pull) calls from the queue, and the queue is maintained according to new calls received at any switch and calls switched on at any switch.
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Citations
7 Claims
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1. An Internet Protocol Network Telephony (IPNT) call routing system, comprising:
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an Internet Protocol (IP) gateway for receiving incoming IP calls;
a first processor connected to the (IP) gateway; and
a plurality of destination sites each having an IP network connection to the IP gateway, each destination site including a destination processor having an Internet connection to the first processor;
wherein the first processor connected to the IP gateway maintains a list of incoming IPNT calls received at the IP gateway as a virtual queue and publishes the list to the destination processors, individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request routing of IPNT calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the IP gateway to route IPNT calls to the requesting destination sites. - View Dependent Claims (2, 3, 4)
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5. A method for routing Internet Protocol Network Telephony (IPNT) calls, comprising steps of:
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(a) receiving calls at an Internet Protocol (IP) gateway;
(b) transferring data about the received calls to a first processor connected to the IP gateway;
(c) forming a virtual queue of received calls from the data from the IP gateway;
(d) negotiating, by the first processor, with destination processors at candidate destination sites, the candidate destination sites requesting IPNT calls from the virtual queue;
(e) commanding the IP gateway by the first processor to switch calls to the destination sites according to the negotiations; and
(f) updating the virtual queue as new IPNT calls are received and received IPNT calls are routed. - View Dependent Claims (6, 7)
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Specification