Contact center with normalized multiple protocol architecture

A contact center for receiving and routing communications from a customer to a plurality of agents to elicit a response, the contact center comprising:

• a. at least one hub configured to receive and route the communications from the customer, the at least one hub including:
• i. at least one server configured to receive the communications from the customer;
• ii. at least one gateway configured to receive a voice call from the customer, the at least one gateway including a proxy table configured in each of the at least one gateway, wherein the at least one gateway sends the voice call to one of at least one proxy serve;
• and a call restoration data table configured in each of the at least one gateway, wherein the call restoration data table provides data to restore a lost call;
• iii. at least one router coupled to the at least one server, the at least one router configured to normalize the communications from the customer;
• and
• iv. an application server coupled to the at least one route, the application server configured to route the communications based upon a set of predetermined routing criteria;
• and
• b. at least one node coupled to the at least one hub, the at least one node configured to receive the communications, the at least one node further configured to route the communications to the plurality of agents.

A contact center for receiving and routing communications from a customer to a plurality of agents to elicit a response, the contact center comprising:

• a. at least one hub configured to receive and route the communications from the customer, the at least one hub including:
• i. at least one server configured to receive the communications from the customer;
• ii. at least one gateway configured to receive a voice call from the customer:
• iii. at least one router coupled to the at least one server, the at least one router configured to normalize the communications from the customer;
• and
• iv. an application server coupled to the at least one router, the application server configured to route the communications based upon a set of predetermined routing criteria;
• b. at least one node coupled to the at least one hub, the at least one node configured to receive the communications, the at least one node further configured to route the communications to the plurality of agents;
• c. a remote data access device;
• d. a remote terminal coupled with the remote data access device through a data circuit;
• and
• e. a remote telephone coupled with the at least one gateway through a telephone circuit,
• wherein when a remote agent logs the remote terminal into the contact center, a voice component of the voice call is transmitted from the at least one gateway to the remote telephone and a data component of the voice call is transmitted from the contact center to the remote terminal.

A method of distributing communications in a contact center to elicit a response, the method comprising:

• a. receiving realtime and non-realtime communications in at least one hub, wherein the at least one hub includes at least one server configured to receive the communications;
• b. normalizing the communications, wherein at least one media router is configured for normalizing the communications;
• and
• c. routing the communications, wherein an application server is configured to route the communications to at least one node based upon a set of predetermined routing criteria, further wherein the at least one node is configured to route the communications to at least one destination;
• and
• d. receiving a voice call from a customer wherein at least one gateway is configured to receive the voice call.

A contact center for distributing communications to elicit a response, the contact center comprising:

• a. means for receiving the communications in at least one hub;
• b. means for normalizing the communications wherein the normalizing means are coupled to the receiving means;
• c. means for routing the communications to at least one node based upon a set of predetermined routing criteria, wherein the routing means are coupled to the normalizing means;
• and
• d. means for interfacing between the at least one hub and the at least one node wherein the interfacing means includes a node router, further wherein the node router provides an application server with an availability status of the at least one node and a plurality of agents.