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AssigneeTransera Communications, Inc.
InventorsMukesh Sundaram, Prem Uppaluru
Estimating the term…
A mid-point call management node subject to monitoring through a workstation communicatively coupled thereto, provides call services (e.g., through extensible markup language (XML), and in particular call control extensible markup language (CCXML) and/or voice extensible markup language (VXML), instructions) for an inbound call received from an originating network at an originating point-of-presence (POP) associated with multiple, disparate call centers, the call services being provided in response to call management application instructions issued according to enterprise-specific strategies for optimizing call handling between the originating POP and domestic and/or international ones of the disparate call centers communicatively coupled thereto. Call center information (e.g., call load information) received at the management node from the multiple call centers may be used in connection with providing the call services. The enterprise-specific strategies may be instantiated as processes for: call routing, load balancing, work force management, and/or customer relationship management.
In a communications network that includes a call management node communicatively coupled to a point of presence (POP) and a call center, a method, comprising:
A call handling system, comprising:
A call management server, comprising a processor and a memory coupled to the processor, the memory storing computer-executable instructions for instructing a call control gateway and a media server deployed within a point-of-presence (POP) of a call handling system to administer inbound calls to the call handling system in accordance with enterprise-specific strategies for call handling among call centers of the call handling system, said instructing including delivering, to a session manager of the POP, (i) call, network and agent object models representing embodiments of the call handling system for manipulation by said session manager, each call object model representing an inbound call received at the call handling system, each network object model providing state information concerning the call handling system, and each agent object model representing a state of a call center agent assigned to a call within the call handling system, and (ii) call-, network- and agent-related events from the call handling system.
A call management node, comprising a computer processor responsive to computer-readable instructions and communicatively coupled to a computer-readable medium storing said computer-readable instructions, which computer-readable instructions when executed by said computer processor cause said computer processor to provide call services for one or more inbound calls noticed to the call management node by a point-of-presence (POP) at which said inbound calls are received, said calls intended for call centers communicatively coupled to said call management node, the call services being provided in response to call management application instructions issued according to enterprise-specific strategies for optimizing call handling among the call centers.
Dependencies are inferred from the claim text.