Enterprise-wide intelligent call center routing
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United States of America Patent
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-
Aug 26, 2003
Grant Date -
N/A
app pub date -
Sep 29, 1999
filing date -
Jul 30, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Internet Call Center quality of service is enhanced by directing all callers' browser-initiated contact requests to a single Internet Interface Controller. Upon receiving a caller's contact request, ruled-based routing is applied at the Internet Interface Controller to determine the Call Center, from among the Enterprise-wide domain of Call Centers, best suited for servicing the call. A pre-routed contact request is created establishing the Call Center best suited for servicing the call as the appropriate destination Call Center and a session is established between the caller and the Call Center best suited for servicing the call.
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