Importance

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Abstract

In an Internet Protocol Network Telephony (IPNT) call-routing system, a call-routing processor connected to a wide area network (WAN) for receiving and forwarding calls is adapted to receive IPNT calls and to route them to remote computer stations based on information available at the routing processor. Remote stations are adapted in a manner that enables an agent at a remote station, upon determining that a call has been mis-routed for any reason, to return the call to the routing processor, which is adapted for re-routing the call based on the fact of return. In some cases the agent who originally receives the call may elicit further information from the caller, and send the new information back to the router with the call. The router in this instance uses the new information in re-routing. Calls may be re-routed cold, by allowing the first agent to talk to the second before the call is connected to the second, or by conferencing the first agent, the second agent, and the caller.

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First Claim