Internet architecture for software based ACD
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United States of America Patent
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Nov 18, 2008
Grant Date -
Mar 11, 2004
app pub date -
Sep 5, 2002
filing date -
Sep 5, 2002
priority date (Note) -
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Abstract
A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.
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