Communications system and method for operating same
AssigneeGeoTel Communications Corp.
InventorsG. Wayne Andrews, Steven H. Webber, James P. Kelly, Lawrence E. Johnson, Jerry A. Stern, Vincent J. Milano, Jr., Charles R. Davis
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Abstract
A communications system and method for automatically making telephone routing decisions with "global authority" based upon information gathered in real time from the entire communications system and global optimization criteria. The present invention permits unified central control and management for the entire system.
Claims28
A communications system, comprising at least one Internet network for connecting at least one individual agent of a plurality of individual agents in an agent system to an Internet caller, and a primary central controller for generating control signals to control said network and said agent system so as to optimally route connection of said at least one individual agent to said caller through said network and said agent system, said central controller being for generating said control signals based upon requested service data from said network and optimization parameters.
A communications system, comprising at least one Internet network for interconnecting an Internet caller and at least one Internet agent system, said agent system including a plurality of workgroups and being controlled by control signals supplied to said agent system, and a primary central controller for generating control signals for being supplied to said at least one agent system to control said at least one agent system so as to optimally route a call between said network and a workgroup of said at least one agent system, said central controller being for generating said control signals for controlling said at least one agent system based upon status messages received from said at least one agent system, requested service data from said network, and optimization parameters stored at said central controller.
Dependencies are inferred from the claim text.