System and method for operating a plurality of call centers
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United States of America Patent
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Jun 22, 1999
Grant Date -
N/A
app pub date -
Jan 14, 1997
filing date -
Jan 14, 1997
priority date (Note) -
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status (Latency Note)
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Abstract
A network-level routing system has a router and a connected information server at network level, the information server linked to a plurality of CTI servers each connected by a CTI link to a telephony switch in a call center. The CTI servers are adapted to monitor and control the telephony switches, which may be of different make and manufacture, and to report switch status to the connected information server at network level on a continuous basis, transaction-by-transaction. Incoming calls are routed to the telephony switches at the call centers by the network-level router based on the continually updated information in the network-level information server.
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