External positivistic forward transfer in call routing systems
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorAlec Miloslavsky
Life of this patent
Estimating the term…
Abstract
A system for routing Internet Protocol Network Telephony calls to remote destinations has a routing processor adapted for eliciting information from a caller and a database with information relating to availability of selectable destinations. Incoming calls are forwarded to a destination selected based on the information in the database, and the elicited information is sent separately as a data packet to the destination to be re-associated with the call based on the destination address of the call.
Claims5
An Internet Protocol Network Telephony call-routing system, comprising:
- a call-routing processor connected to a wide area network (WAN) for receiving IPNT calls;
- and
- a remote call center comprising a managing processor connected on a local area network (LAN) to a plurality of computers at agent workstations;
- wherein the call-routing processor selects a best-fit destination for an incoming call based on call-center activity stored at the call-router level, and immediately routes the call to the selected destination, setting a semaphore for destination busy, and forwards a data packet associated with the call by the destination address to the call-center managing processor to be re-associated with the call.
An Internet Protocol Network Telephony call-processing system adapted for routing incoming calls to selected remote computer stations, comprising:
- a wide area network connection adapted for receiving IPNT calls;
- and
- a call-routing processor coupled to the WAN and adapted to conduct initial processing and routing of the incoming call, the initial processing resulting in a data packet associated with the incoming call;
- wherein the call-routing processor routes the incoming call to a selected remote telephone station based on pre-stored information about busy status of remote telephone stations, sets a semaphore that the destination is busy, and forwards the data packet to be re-associated with the call at the destination.
A method for routing an incoming IPNT call from a caller to a selected destination, comprising steps of:
- (a) receiving the incoming call;
- (b) preparing a data packet associated with the incoming call;
- (c) selecting a destination for the call based on stored information about availability of selected destinations;
- (d) forwarding the incoming call to the selected destination, while transmitting the data packet separately, the data packet re-associated with the forwarded call by the address of the selected destination.
Dependencies are inferred from the claim text.