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Abstract

A multimedia call center is formed by providing agent group handlers and generic queue handlers, which communicate over a LAN. The generic features of the queue handlers are an input, and a ranked set of outputs, each having a store for a designer-defined destination address. In this way, media input queue handlers can be commanded to route directly to an agent group handler, via a primary output, or to a following queue handler in dependence upon a selection parameter of a call record, e.g. a user dialed digit in response to a menu announcement from an IVR apparatus, and in this case the menu digits will have a corresponding ranking so that the ranked outputs can be used directly for routing to the appropriate next handler. The designer can specify destinations for secondary and other outputs, which could be overflow agent group handlers, further queue handlers, or, in the case of a second stage queue handler, the network input of the first stage queue handler.

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First Claim