System and method for monitoring and routing incoming calls
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Dec 7, 2004
Grant Date -
N/A
app pub date -
Jul 31, 2000
filing date -
Jul 31, 2000
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system and method is provided for monitoring and routing incoming communications to an agent in an organization. In accordance with the system and method of the invention, a communication control system is provided that includes a server side and a client side. The server side includes a computer telephone integration (CTI) server. The CTI server is connected to a phone switch via an interface application, and includes a call routing server. The communication control system also includes a client side. The client side may include an agent application, an attendant application, and a configuration application. The call routing server monitors all calls coming into an organization which are to an agent or an attendant and routes the calls based on various parameters. The call routing server provides various information to the agent application and the attendant application based on the incoming call.
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