公开(公告)号：US07382773B2

公开(公告)日：2008-06-03

申请号：US10632615

申请日：2003-07-31

申请人： Carl Schoeneberger ,  Justin Broughton ,  Michael P. Dimitroff ,  Kevin McPartian ,  Charles Hymes ,  Chandra Pisupati

发明人： Carl Schoeneberger ,  Justin Broughton ,  Michael P. Dimitroff ,  Kevin McPartian ,  Charles Hymes ,  Chandra Pisupati

IPC分类号： H04L12/66

CPC分类号： H04M3/5233 ,  H04L41/065 ,  H04L41/5003 ,  H04L41/5064 ,  H04L51/00 ,  H04L67/10 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/006 ,  H04M2203/404 ,  H04M2207/203

摘要： The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

摘要翻译： 本发明是从客户接收实时和非实时通信的系统和方法，将这些通信有效地分发给适当的代理，并在适当的时间内提供对通信的响应。 本发明利用中心和节点架构，其中在被发送到语音服务器之前，通过因特网协议（VoIP）网关接收诸如进入架构的语音呼叫之类的实时通信。 其他实时和非实时通信由适当的媒体服务器接收。 每个媒体类型的路由器通过公司和CRM数据库与应用服务器访问预定的一组路由数据，以便于通过节点路由器路由到适当的节点和代理。