Title:
コールセンターへのおよびコールセンター内の通話ルーティングを強化する装置および方法
Document Type and Number:
Japanese Patent JP3686087
Kind Code:
B2
Abstract:
There is disclosed a telephony call-routing system comprising a first network-level telephony switch (123) having a first telephony trunk adapted for routing an incoming call from a caller to individual agents at individual ones of remote telephone stations (131, 132) and a processor system (223) coupled to the first network-level telephony switch (123) and coupled to the remote telephone stations (131, 132) by a digital network link separate from the first telephony trunk. The processor system (223) is adapted to control queuing and routing of the incoming calls, and to respond to signals received over the digital network link from a first agent to re-route a call previously routed to the first agent at a first one of the remote telephone stations (131, 132) by inserting the previously routed call into a queue at the same network level telephony switch (123) that originally routed the call with priority ahead of calls incoming after the first call was originally routed.
Inventors:
Miroslavsky, Alex
Application Number:
JP53674098A
Publication Date:
August 24, 2005
Filing Date:
February 17, 1998
Export Citation:
Assignee:
Genesis Telecommunications Laboratories, Inc.
International Classes:
H04L29/08; H04M3/00; H04M3/42; H04M3/51; H04M3/523; H04M3/54; H04M3/58; H04M3/60; H04M7/00; H04Q3/00; H04Q3/64; H04Q3/66; H04M3/12; H04M3/36; H04M3/56; H04M7/12; (IPC1-7): H04M3/523
Domestic Patent References:
| JP6261129A | ||||
| JP9224093A | ||||
| JP6066830B2 | ||||
| JP10506766A | ||||
| JP2000516795A | ||||
| JP2001516993A |
Foreign References:
| US5546452 | ||||
| US5452350 | ||||
| US5452350 | ||||
| US6185292 | ||||
| US5511117 | ||||
| US5533115 | ||||
| US5987118 |
Attorney, Agent or Firm:
Yoshio Kawaguchi
Mitsuru Inoue
Akio Ichiiri
Makoto Ono
Katsuma Osaki
Mitsuru Inoue
Akio Ichiiri
Makoto Ono
Katsuma Osaki