Call director system and method

A call director method comprising:

• processing PSTN calls with a CD_NewCallID means;
• processing PSTN calls with a CD_SaveCallInfo means;
• processing PSTN calls with a CD_GetAgent means;
• processing PSTN calls with a CD_NotifyEvent means;
• processing PSTN calls with a CD_CallAvailable means;
• processing PSTN calls with a CD_GetEventInfo means;
• processing PSTN calls with a CD_CallComplete means;
• processing PSTN calls with a CD_RetumAgent means;
• processing PSTN calls with a CD_AbortRequest means;
• processing PSTN calls with a CD_EndCall means;
• wherein said processing may be performed synchronously and/or asynchronously;
• and
• wherein said processing of PSTN calls using CD_NewCallID means, CD_SaveCallInfo means, CD_GetAgent means, CD_NotifyEvent means, CD_CallAvailable means, CD_GetEventInfo means, CD_CallComplete means, CD_RetumAgent means, CD_AbortRequest means, and a CD_EndCall means are implemented as an application programming interface (API) so that each of the APIs are usable under a single program process.

A call director system comprising:

• a call director custom server means;
• a call director state table means;
• a JavaPhone toolkit means;
• a virtual ACD means;
• a directory assistance (DA) state table means;
• and
• an AOAP state table means;
• wherein said call director custom server means makes use of said call director state table means, said JavaPhone toolkit means, said virtual ACD means, said directory assistance state table means, and said AOAP state table means to coordinate calls from a PSTN to/from an agent workstation;
• and
• wherein one or more components of said system including said ACD means and said JavaPhone toolkit means are implemented within a single application programming interface (API) so that each of the APIs are usable under a under a single program process.

A call director system comprising:

• a call director custom server means;
• directory assistance (DA) state table means;
• an AOAP state table means;
• a DNI means;
• and
• a CPG means;
• wherein said call director custom server means makes use of said directory assistance state table means, said AOAP state table means, said DNI means, and said virtual CPG means to coordinate calls from a PSTN to/from an agent workstation;
• and
• wherein one or more components of said system including said AOAP state table means and said CPG means are implemented within a single application programming interface (API) so that each of the APIs are usable under a single program process.

A call director system comprising:

• an AOAP custom server means;
• an AOAP state table means;
• and
• a CPG means;
• wherein said AOAP custom server means makes use of said AOAP state table means, and said virtual CPG means to coordinate calls from a PSTN to/from an agent workstation;
• and
• wherein one or more components of said system including said AOAP state table means and said CPG means are implemented within a single application programming interface (API) so that each of the APIs are usable under a single program process.

A call director system comprising:

• call director custom server means;
• a JavaPhone toolkit means;
• and
• a PLUSTAPI means;
• wherein said call director custom server means makes use of said JavaPhone toolkit means and said PLUSTAPI means to coordinate calls from a PSTN to/from an agent workstation;
• and
• wherein one or more components of said system including said JavaPhone toolkit means and PLUSTAPI means are implemented within a single application programming interface (API) so that each of the APIs are usable under a single program process.

A call director system comprising:

• a voice-over-data server means;
• a JavaPhone toolkit means;
• an AOAP state table means;
• and
• a directory assistance (DA) state table means;
• wherein said voice-over-data means makes use of said JavaPhone toolkit means, said AOAP state table means, and said directory assistance state table means to coordinate calls from a PSTN to/from an agent workstation;
• and
• wherein one or more components of said system including JavaPhone toolkit means and AOAP state table means are implemented within a single application programming interface (API) so that each of the APIs are usable under a single program process.

A computer usable medium having computer-readable program code means providing call director functionality, said computer-readable program means comprising:

• computer program code means for processing PSTN calls with a CD_NewCallID means;
• computer program code means for processing PSTN calls with a CD_SaveCallInfo means;
• computer program code means for processing PSTN calls with a CD_GetAgent means;
• computer program code means for processing PSTN calls with a CD_NotifyEvent means;
• computer program code means for processing PSTN calls with a CD_CallAvailable means;
• computer program code means for processing PSTN calls with a CD_GetEventInfo means;
• computer program code means for processing PSTN calls with a CD_CallComplete means;
• computer program code means for processing PSTN calls with a CD_ReturnAgent means;
• computer program code means for processing PSTN calls with a CD_AbortRequest means;
• computer program code means for processing PSTN calls with a CD_EndCall means;
• and
• wherein said processing of PSTN calls using CD_NewCallID means, CD_SaveCallInfo means, CD_GetAgent means, CD_NotifyEvent means, CD_CallAvailable means, CD_GetEventInfo means, CD_CallComplete means, CD_ReturnAgent means, CD_AbortRequest means, and a CD_EndCall means are implemented as an application programming interface (API) so that each of the APIs are usable under a single program process.