Internet architecture for software based ACD
First Claim
1. A method of setting up a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:
- detecting a contact request associated with the client;
determining a communication system address of the client based upon the detected contact request;
transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;
selecting an agent of the plurality of agents; and
forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent, including setting up a switchboard circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent and routing voice information between the local exchange carrier of the selected agent and a voice to packet converter.
24 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.
-
Citations
51 Claims
-
1. A method of setting up a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:
-
detecting a contact request associated with the client; determining a communication system address of the client based upon the detected contact request; transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents; selecting an agent of the plurality of agents; and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent, including setting up a switchboard circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent and routing voice information between the local exchange carrier of the selected agent and a voice to packet converter. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
-
-
16. An apparatus for setting up a voice call between a client and one of a plurality of agents of an organization, such apparatus comprising:
-
means for detecting a contact request associated with the client; means for determining a communication system address of the client based upon the detected contact request; means for transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents; means for selecting an agent of the plurality of agents; means for comparing a total number of the plurality of agents with a threshold; and means for forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
-
-
32. An apparatus for setting up a voice call between a client and one of a plurality of agents of an organization, such apparatus comprising:
-
a server adapted to detect a contact request associated with the client; a communication analyzer adapted to determine a communication system address of the client based upon the detected contact request; a communication processor adapted to transfer a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents; a routing application adapted to select an agent of the plurality of agents; and a channel processor adapted to form a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent, the voice channel comprising a switched circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent, and a voice packet converter adapted to route voice information between the local exchange carrier of the selected agent and a voice to packet converter. - View Dependent Claims (33, 34, 35, 36, 37, 38, 39, 40)
-
-
41. A method of routing a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:
-
detecting a call by a server with the client requesting a voice connection with an agent of the plurality of agents of the organization; forming a switched circuit voice connection between a local exchange carrier of the client and a local exchange carrier of the agent; and forming a voice over Internet protocol connection between the local exchange carrier of the agent and a terminal of the agent. - View Dependent Claims (42, 43, 44, 45, 46, 47, 48, 49, 50, 51)
-
Specification