Method and apparatus for providing integrated routing for...

Details Method and apparatus for providing integrated routing for... Method and apparatus for providing integrated routing for...

H - Electricity

04

L

H04L 12/56 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04M 3/42 (2006.01) H04M 3/493 (2006.01) H04M 7/00 (2006.01) H04Q 3/72 (2006.01)

Patent

CA 2344832

An integrated router (IR) (83) in a call center (17) monitors and controls both a telephony switch (27) receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor (29) receiving and forwarding DNT call. The one IR (83) consults a common data repository (86) storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both COST and DNT calls.

L'invention concerne un routeur intégré (IR) (83) d'un centre d'appels (17), qui permet de surveiller et de commander à la fois un commutateur (27) téléphonique recevant et envoyant des appels téléphoniques commutés en mode connexion (COST), et un processeur (29) de téléphonie de réseau de données (DNT) recevant et envoyant des appels de DNT. Le routeur intégré (83) consulte un organe d'archivage (86) de données communes qui stocke des états d'agents concernant les deux types d'appels, et achemine tous les appels en fonction d'un seul ensemble de règles, qui peuvent prendre diverses formes. Dans un mode de réalisation, les téléphones situés aux postes d'agents sont adaptés en vue de traiter à la fois des appels COST et des appels DNT.

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