Importance

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Abstract

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call center resource processor that receives an address query from a communications system for an absolute address of a call center resource. The call center resource processor processes the address query to identify the absolute address. After identifying the absolute address, the call center resource processor generates an address response with the absolute address for the call center resource. The call center resource processor transmits the address response with the absolute address from the call center resource processor for the communications system to route the call using the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call's final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

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First Claim