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System and methods for call decisioning in a virtual call center integrating telephony with computers

  • US 6,714,642 B2
  • Filed: 11/04/2002
  • Issued: 03/30/2004
  • Est. Priority Date: 07/09/1999
  • Status: Expired due to Term
First Claim
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1. A call routing system, comprising:

  • a central server system for receiving information regarding a call and developing a routing control signal;

    wherein the central server system interfaces with a telephony network that is responsive to said routing control signal;

    a plurality of call sites for receiving the call based on the routing control signal; and

    a voice response unit that is external to the telephony network and that is shared by the plurality of call sites, wherein the central server system preroutes the call to the voice response unit in order to collect at least a portion of the information in order to develop the routing control signal.

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