H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 11/06 (2006.01) H04M 3/51 (2006.01) H04Q 3/62 (2006.01) H04M 3/527 (2006.01) H04M 3/533 (2006.01)
Patent
CA 2111655
An integrated telephone call handling system and method are disclosed. The system comprises a unified software control for controlling a call between the system and a party, the unified control capable of transferring the call among functional partitions within the system, the functional partitions providing mechanized communication via the network and capable of directing communications between the party and a selected one of the functional partitions. The unified control includes a unified script language to allow unified scripting of a call from inception to termination, including scripting of interaction between the party and an agent.
'invention est constituée par un système et une méthode intégrés de prise en charge d'appels téléphoniques. Le système comporte un logiciel unifié servant à contrôler les appels entre le système et un abonné et pouvant transférer les appels entre les partitions fonctionnelles du système, lesquelles établissent les communications via le réseau et acheminent les communications entre les abonnés et les partitions fonctionnelles sélectionnées. Le logiciel de contrôle unifié utilise un langage code machine unifié pour permettre la transposition d'un appel en code machine du début à la fin, y compris l'interaction entre l'abonné et un agent.
Intervoice Limited Partnership
Kirby Eades Gale Baker
LandOfFree
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