Apparatus and methods for managing multiple internet protocol capable call centers

An Internet Protocol Network Telephony (IPNT) call center system comprising:

• a first Internet-connected managing computer coupled to plural PCs at first agent stations by links capable of carrying IPNT call data;
• a second Internet-connected managing computer coupled to plural PCs at second agent stations by links capable of carrying IPNT call data;
• and
• a call router coupled to the first and second managing computers;
• wherein the call router executes routing rules to select any agent station at either of the first and second call centers for transferring a call received from a client at a routing point in either of the first and second call centers.

A method for routing Internet Protocol Network Telephony (IPNT) calls in an IPNT call center system having a first and a second call center each having a managing computer connected to the Internet and plural connected agent stations with PCs, the method comprising steps of:

• (a) monitoring arriving calls at routing points in each of the call centers;
• (b) selecting an agent station at either one of the call centers for each arriving call by executing routing rules by a router coupled to both managing computers;
• and
• (c) transferring each arriving call at either call center to the agent station selected in step (b).