Remote agent access method to a VoIP contact center where high QoS is not supported
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United States of America Patent
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Jun 12, 2007
Grant Date -
Feb 19, 2004
app pub date -
Dec 20, 2002
filing date -
Aug 16, 2002
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and method further include, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signaling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.
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