Systems and methods for handling a plurality of communications
First Claim
Patent Images
1. A communication system, comprising:
- a telephony server interfaced with a first network;
a web server interfaced with a second network;
a terminal comprising an electronic device interfaced with the second network; and
an application server comprising a plurality of applications;
wherein the terminal is configured to determine a status of a telephone interfaced with the first network and transmit to the web server over the second network the status of the telephone, wherein the status of the telephone indicates whether or not the telephone is in use over the first network;
wherein the web server is configured to receive the status of the telephone from the terminal and transmit information regarding the status of the telephone to the application server;
wherein the application server is configured to receive the information from the web server, the plurality of applications are configured to generate a control instruction based on the received information, and the application server is configured to transmit the control instruction to the telephony server; and
wherein the telephony server is configured to receive a telephonic communication over the first network and the control instruction from the application server, and is further configured to route the telephonic communication to one of a plurality of terminals interfaced with the first network based on the control instruction.
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Accused Products
Abstract
A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.
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Citations
20 Claims
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1. A communication system, comprising:
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a telephony server interfaced with a first network; a web server interfaced with a second network; a terminal comprising an electronic device interfaced with the second network; and an application server comprising a plurality of applications; wherein the terminal is configured to determine a status of a telephone interfaced with the first network and transmit to the web server over the second network the status of the telephone, wherein the status of the telephone indicates whether or not the telephone is in use over the first network; wherein the web server is configured to receive the status of the telephone from the terminal and transmit information regarding the status of the telephone to the application server; wherein the application server is configured to receive the information from the web server, the plurality of applications are configured to generate a control instruction based on the received information, and the application server is configured to transmit the control instruction to the telephony server; and wherein the telephony server is configured to receive a telephonic communication over the first network and the control instruction from the application server, and is further configured to route the telephonic communication to one of a plurality of terminals interfaced with the first network based on the control instruction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 20)
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19. A communication center, comprising:
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a web zone configured to receive incoming communications; and a network zone configured to receive incoming communications and independently control how incoming communications received by the web zone and the network zone are routed.
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Specification