公开(公告)号：US20060146806A1

公开(公告)日：2006-07-06

申请号：US11369068

申请日：2006-03-06

申请人： Minh Khuc ,  Carl Coppage ,  Bryce Jones

发明人： Minh Khuc ,  Carl Coppage ,  Bryce Jones

IPC分类号： H04L12/66 ,  H04M5/00 ,  H04M3/00

CPC分类号： H04M3/5237 ,  H04M3/42102 ,  H04M3/5183 ,  H04M3/523 ,  H04M7/0033 ,  H04M7/006 ,  H04M7/126 ,  H04M7/128 ,  H04M2207/12 ,  H04Q3/64 ,  H04Q2213/13072 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13176 ,  H04Q2213/1329 ,  H04Q2213/13299 ,  H04Q2213/13345

摘要： A call-handling system and its method of operation are disclosed. The call-handling system comprises a communication system and a call center. The communication system receives a call, and in response, transfers a query. The call center receives and processes the query to select a packet address of a call center resource at the call center. The call center transfers a response indicating the selected packet address of the call center resource. The communication system receives the response indicating the selected packet address of the call center resource and transfers the call to the call center in voice packets having the selected packet address of the call center resource. The call center receives the voice packets having the selected packet address of the call center resource and routes the voice packets to the call center resource based on the selected packet address.

摘要翻译： 公开了一种呼叫处理系统及其操作方法。 呼叫处理系统包括通信系统和呼叫中心。 通信系统接收呼叫，作为响应，传送查询。 呼叫中心接收并处理查询以在呼叫中心选择呼叫中心资源的分组地址。 呼叫中心传送指示呼叫中心资源的所选分组地址的响应。 通信系统接收到指示呼叫中心资源的所选分组地址的响应，并将呼叫转移到具有呼叫中心资源的所选分组地址的语音分组中的呼叫中心。 呼叫中心接收具有呼叫中心资源的选择分组地址的语音分组，并根据所选择的分组地址将语音分组路由到呼叫中心资源。