Internet architecture for software based ACD
AssigneeRockwell Electronic Commerce Technologies, LLC
InventorsAnthony J. Dezonno, Robert T. Eitel
Life of this patent
Estimating the term…
Abstract
A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.
Claims51
A method of setting up a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:
- detecting a contact request associated with the client;
- determining a communication system address of the client based upon the detected contact request;
- transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;
- selecting an agent of the plurality of agents;
- and
- forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent, including setting up a switchboard circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent and routing voice information between the local exchange carrier of the selected agent and a voice to packet converter.
An apparatus for setting up a voice call between a client and one of a plurality of agents of an organization, such apparatus comprising:
- means for detecting a contact request associated with the client;
- means for determining a communication system address of the client based upon the detected contact request;
- means for transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;
- means for selecting an agent of the plurality of agents;
- means for comparing a total number of the plurality of agents with a threshold;
- and
- means for forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.
An apparatus for setting up a voice call between a client and one of a plurality of agents of an organization, such apparatus comprising:
- a server adapted to detect a contact request associated with the client;
- a communication analyzer adapted to determine a communication system address of the client based upon the detected contact request;
- a communication processor adapted to transfer a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;
- a routing application adapted to select an agent of the plurality of agents;
- and
- a channel processor adapted to form a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent, the voice channel comprising a switched circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent, and a voice packet converter adapted to route voice information between the local exchange carrier of the selected agent and a voice to packet converter.
A method of routing a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:
- detecting a call by a server with the client requesting a voice connection with an agent of the plurality of agents of the organization;
- forming a switched circuit voice connection between a local exchange carrier of the client and a local exchange carrier of the agent;
- and
- forming a voice over Internet protocol connection between the local exchange carrier of the agent and a terminal of the agent.
Dependencies are inferred from the claim text.