Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system
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United States of America Patent
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Apr 16, 2002
Issued Date -
N/A
app pub date -
Jan 22, 1998
filing date -
Sep 15, 1997
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Abstract
An Internet Protocol Network Telephony call center system has a plurality of call centers managed by a central controller. The central controller accepts IPNT calls and routes the calls to the plurality of call centers to be distributed to agents based on status of the call centers maintained in a stat-server coupled to the central controller. The call centers periodically report call center status to the stat-server at the central controller via dedicated data links. In the event of failure of a data link between a call center and the central controller, the central controller continues to route calls by retrieving historical data previously reported for the disconnected call center, estimating the current status of the call center based on the historical data, and using the estimates with current status of other call centers in making routing decisions.
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