Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch
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United States of America Patent
Stats
-
Nov 3, 1998
Grant Date -
N/A
app pub date -
Sep 30, 1996
filing date -
Sep 30, 1996
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A call path system generates a graphical representation of a call path of a selected type of telephone call routed by a telephonic switch 100. An administrator computer system 110 includes a computer 112 and administrator display 114 for generating and displaying the graphical representation. The graphical representation may be a block diagram 200 consisting of telephone call type 202, application 204, scripts 206, agent group 208, agents/staff 210, supervisor 214 and a particular agent group I 212. Each of the blocks include available selections in the particular category. Such as a listing of agent groups 304, a listing of telephone types 300, a listing of available DNIS numbers 302 and a listing of agents/staff 306. The call path system further permits an administrator, via the administrator computer system 110 to select and any of the above. Applications may be modified such that the telephonic switch 100 thereafter routes telephone calls in accordance with the modified applications.
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