Centralised administration of a call centre

Details Centralised administration of a call centre Centralised administration of a call centre

H - Electricity

04

M

H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04M 7/00 (2006.01) H04M 3/22 (2006.01)

Patent

CA 2489979

The invention relates to the operation and the administration of a call centre (10), the network elements and the applications (22, 22') thereof being distributed in a network and especially being available via the internet. Switching centres (16) of a public network are involved in the administration. The communication between different network elements, especially between applications (22, 22') and servers (24, 26) of different domains, is carried out by converting interfaces of applications (22, 22') into a protocol designed for interdomain communication.

L'invention concerne l'exploitation et la gestion d'un centre d'appels (10), dont les éléments de réseau ou les applications (22, 22') sont répartis dans un réseau et sont disponibles notamment sur Internet. Selon l'invention, des centraux (16) d'un réseau public sont impliqués dans la gestion. La communication entre différents éléments de réseau, notamment entre des applications (22, 22') et des serveurs (24, 26) de différents domaines, est effectuée par conversion d'interfaces des applications (22, 22') en un protocole conçu pour la communication entre les domaines.

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