公开(公告)号：USRE42901E1

公开(公告)日：2011-11-08

申请号：US12139420

申请日：2008-06-13

申请人： Terry R. Weissman ,  James R. Eveningham ,  Shirish Andhare ,  Daphne H. Luong ,  Donald C. Jackson ,  John Giannandrea ,  Brandon Porter

发明人： Terry R. Weissman ,  James R. Eveningham ,  Shirish Andhare ,  Daphne H. Luong ,  Donald C. Jackson ,  John Giannandrea ,  Brandon Porter

IPC分类号： H04M7/00 ,  H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5166 ,  H04M2203/2011 ,  H04M2207/203 ,  H04Q3/64 ,  H04Q2213/13034 ,  H04Q2213/13072 ,  H04Q2213/13107 ,  H04Q2213/13196 ,  H04Q2213/13377 ,  H04Q2213/13389

摘要： A method of and apparatus for supporting intelligent call routing (ICR) systems multiple vendors, in a vendor neutral fashion using a computer is described. One embodiment has a voice program send a call routing request using an HTTP format to a call routing program. The call routing program decodes the HTTP request and identifies the appropriate vendor-specific communication format and communications method for talking to the ICR system specified in the HTTP request. The call routing program sends the request and receives the answers from the ICR system in the vendor specific formats. The call routing program provides the ICR system response back to the voice program in a vendor neutral fashion. This approach allows voice programs to easily be written that work with multiple ICR systems and allow component reuse of call routing code amongst programs that end up working with multiple systems.

摘要翻译： 描述了使用计算机以供应商中立的方式支持智能呼叫路由（ICR）系统的多个供应商的方法和装置。 一个实施例具有语音程序使用HTTP格式向呼叫路由程序发送呼叫路由请求。 呼叫路由程序解码HTTP请求，并识别与HTTP请求中指定的ICR系统通信的适当的供应商特定的通信格式和通信方法。 呼叫路由程序发送请求，并以供应商特定格式从ICR系统接收答案。 呼叫路由程序以供应商中立的方式将ICR系统响应提供给语音程序。 这种方法允许语音程序易于编写，可与多个ICR系统一起使用，并允许在最终使用多个系统的程序之间组件重用呼叫路由代码。