Multimedia automatic call distribution system
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Sep 10, 2002
Grant Date -
N/A
app pub date -
May 1, 1998
filing date -
May 1, 1998
priority date (Note) -
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status (Latency Note)
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Abstract
An automatic call distribution system utilizes a number of H.323 compatible devices. An automatic call distribution (ACD) server (52) interfaces with a computer telephony interface gateway (54) to route calls to agents or to a music/video server (56). Calls are received by a gateway and supplied to a gatekeeper that determines an IP address of the destination. The ACD server selects the destination in response to the number of agents available. In addition, customer calls can be received via e-mail, facsimile or the Internet. The call distribution system can instruct an agent to return an e-mail or facsimile message or to call a customer if desired. Calls from one H.323 device can be routed to another H.323 device by a third party application by sending a call control message to the device's application program interface that executes the message as if it were generated at the device itself.
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