Multimedia telecommunication automatic call distribution system

Details Multimedia telecommunication automatic call distribution system Multimedia telecommunication automatic call distribution system

H - Electricity

04

L

H04L 12/66 (2006.01) H04M 3/00 (2006.01) H04M 3/523 (2006.01) H04M 3/51 (2006.01) H04M 7/00 (2006.01)

Patent

CA 2391460

A multimedia telecommunication automatic call distribution center server (110) which allows access to the call center via a plurality of access means, including telephone (111) and data (112) networks to provide simultaneous voice (104), data (101), and video (103) access, and ensures effective transparent spreading of agents (120 and 121) over different geographical locations. The automatic call distribution center of the present invention uses a multimedia automatic call distribution server (110) acting as connection manager for the data network (112) callers and provides for automatic caller identification (130).

Centre serveur de distribution automatique d'appels de télécommunications multimédias (110) qui permet l'accès au centre d'appels par le biais de plusieurs systèmes d'accès, y compris le réseau téléphonique (111) et de données (112) permettant un accès simultané vocal (104), de données (101) et vidéo (103) et assurant une répartition efficace et transparente des agents (120 et 121) à travers différents lieux géographiques. Le centre de distribution automatique des appels de l'invention utilise un serveur de distribution automatique d'appels (110) fonctionnant comme un gestionnaire des connexions pour les appelants du réseau de données (112) et assurant l'identification automatique des appelants (130).

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