System and method for supporting multiple call centers
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United States of America Patent
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-
Jun 1, 2004
Issued Date -
N/A
app pub date -
Jan 25, 2002
filing date -
Jan 26, 2001
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system and method for routing calls from multiple call centers using remote terminals for receiving incoming calls, a wide area network interfaced with the remote terminals, and a central data manager configured to receive the incoming calls from a communication network and to route them to the remote terminals over the wide area network. The remote terminals enable operators to receive incoming calls and to dispatch personnel in response to the incoming calls. Each of the incoming calls is associated with an automatic number identification identifying a communication device from which the incoming call originated. Additionally, each of the incoming calls is routed over the wide area network to a particular remote terminal based on the associated automatic number identification of the incoming call.
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