Method and apparatus for global call queue in a global call center
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United States of America Patent
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Feb 2, 2010
Grant Date -
Mar 30, 2006
app pub date -
Feb 14, 2005
filing date -
Sep 29, 2004
priority date (Note) -
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status (Latency Note)
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Abstract
The present invention is directed to a contact center, comprising: (a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n; (b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and (c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n. A first gateway 128a is operable to physically park an incoming customer contact in the customer domain 104 until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway 128a to at least one of (i) a second media gateway 128b for processing by the second media gateway's corresponding second controlling media server 112b and (ii) a first media server 112a controlling the first gateway 128a.
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