Methods and apparatus for implementing a network call center

A method for providing call center services from a network call center to a first and second remote call center, comprising steps of:

• (a) assigning a first set of internal connection points in a first switching apparatus at the network call center to a first set of agents associated with a first remote call center, said connection points characterized in that an agent calling one of the connection points becomes connected at the called internal connection point until the agent intentionally disconnects;
• (b) assigning a second set of internal connection points to a second set of agents associated with a second remote call center;
• (c) receiving first calls at the first call center meant for the first remote call center and second calls meant for the second call center, and connecting first calls to agents connected at internal connection points assigned to the first call center and second calls to agents connected at internal connection points assigned to the second call center;
• (d) compiling statistics on services provided by the network call center to the first and second remote call centers;
• and
• (e) charging the first and second remote call centers for the services provided.

A network call center system comprising:

• a switching apparatus connected to an intelligent network by a trunk and having internal connection points characterized in that said internal connection points, when dialed by a remote agent, connect the dialing agent to the switching apparatus until the agent terminates the connection;
• a set of servers connected through a (CTI) Server to the switching apparatus, providing call center functions;
• a first remote call center having a set of first local agents equipped each with a telephone and line access to the network call center;
• and
• a second remote call center having a set of second local agents equipped each with a telephone and line access to the network call center;
• wherein a first set of internal connection points is reserved for the first set of local agents and a second set of internal connection points are reserved for the second set of local agents, and wherein call center services are provided to the first set of local agents and the second set of local agents with agents connected at the respective internal connection points.