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Abstract

A telephone call-routing system includes an initial call-processing system having a first telephone line adapted for receiving calls from customers and a processor system, and a remote call-in center comprising a computerized telephony switch connected to a plurality of telephones at operator workstations. The processor system is adapted to route calls to individual ones of the telephones, and is connected by a telephony line to the initial call processing system. A telephony server is connected to the telephony switch by a first high-speed data link and has a digital network communication link to the processor system. The telephony server is adapted to monitor activity of the telephony switch and to report the activity to the processor system over the digital network link. The processor system selects a destination for an incoming call based on the activity reported to the processor system by the telephony server, and immediately routes the call to the selected destination, setting a semaphore for destination busy, and forwarding a data packet associated with the call by the destination phone number to the telephony server over the digital network link.

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First Claim