Point-of-presence call center management system
AssigneeTelera, Inc.
InventorsPrem Uppaluru, Mukesh Sundaram
Life of this patent
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Abstract
A point-of-presence (POP) call center system capable of answering, servicing, queuing and routing of calls at local points of presence to reduce communications costs and enhance operational efficiency for toll-free inbound call centers. The POP call center system includes a set of point-of-presence call center gateways distributed at points of presence close to the point of call origination that are connected by a virtual private network to premises call center gateways at business locations where the call centers reside.
Claims43
A method of handling an inbound toll free call that is directed to a remote call center, the method comprising:
- redirecting the inbound toll free call from the remote call center to a local call center that is coupled to the remote call center via a data network;
- responding to the redirected toll free call in the local call center by determining whether connection to the remote call center is necessary.
A method of servicing a long distance toll free call that is directed to a master remote call center of a plurality of remote call centers, the method comprising:
- redirecting the long distance toll free call from the master remote call center to a local call center that is coupled to the master remote call center via a data network;
- responding to the redirected toll free call in the local call center by determining whether connection to the remote call center is necessary.
A method comprising:
- redirecting a toll free call from a remote call center to a local call center;
- signaling the remote call center via a data network between the local call center and the remote call center to request connection to a human operator at the remote call center;
- and
- determining whether a connection to a human operator in the remote call center is necessary.
Dependencies are inferred from the claim text.