US5915012A
Expired / Lapsed
US
⏱️ 0.0 years remaining
System and method for operating a plurality of call centers
Assignee: Genesys Cloud Services Inc
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Filing: 1997-01-14
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Granted: 1999-06-22
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Expires: 2017-01-14
Abstract
Abstract A network-level routing system has a router and a connected information server at network level, the information server linked to a plurality of CTI servers each connected by a CTI link to a telephony switch in a call center. The CTI servers are adapted to monitor and control the telephony switches, which may be of different make and manufacture, and to report switch status to the connected information server at network level on a continuous basis, transaction-by-transaction. Incoming calls are routed to the telephony switches at the call centers by the network-level router based on the continually updated information in the network-level information server.
Inventors
- 👤 Alec Miloslavsky
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 21:57
CPC Classifications
H; H04; H04N; H04N7/00; H04N7/14; H04N7/15; H04L; H04L51/00; H04L51/21; H04L51/214; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5237; H04N7/141; H04N7/148; H04M2242/00; H04M2242/22; H04M3/22; H04M3/36; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42314; H04M3/42323; H04M3/42365; H04M3/5183; H04M7/00; H04M7/0024; H04M7/0033
Claims Analysis
Total Claims: 7
Claim 1
Independent Claim
114 words
A system for routing telephone calls to individual ones of a plurality of telephony switches located within a plurality of call centers, said system comprising: computer telephony integration (CTI) servers with each CTI server matched to one of the plurality of telephony switches; a network level stat-server communicating with all of the CTI servers, the stat-server storing status information related to all of the telephony switches; and a network level router using the stored status information in the stat-server for routing incoming calls to individual ones of the telephony switches; wherein each of the CTI servers continuously reports the status of the connected telephony switch to the network level stat-server on a per-transaction basis.
Claim 2
Independent Claim
114 words
A system for routing telephone calls to individual ones of a plurality of telephony switches located within a plurality of call centers, said system comprising: computer telephony integration (CTI) servers with each CTI server matched to one of the plurality of telephony switches; a network level stat-server communicating with all of the CTI servers, the stat-server storing status information related to all of the telephony switches; and a network level router using the stored status information in the stat-server for routing incoming calls to individual ones of the telephony switches; wherein each of the CTI servers continuously reports the status of the connected telephony switch to the network level stat-server on a per-transaction basis.
Claim 3
Dependent Claim
22 words
The system of claim 1 wherein the router routes telephone calls received by a first call center to a second call center.
Claim 4
Dependent Claim
37 words
The system of claim 1 wherein individual ones of the telephony switches are made by different manufacturers, and wherein each CTI server is adapted to communicate with the connected telephony switch and with the network level stat-server.
Claim 5
Independent Claim
123 words
A method for routing a telephone call to one of a plurality of call centers each having at least one telephony switch connected to a computer telephony integration (CTI) server, the CTI server for each switch interacting with a network level stat-server connected to a network-level router; the method comprising steps of: notifying the network level stat-server via the CTI servers connected to each of the telephony switches of all transactions of the connected telephony switches on a transaction-by-transaction basis; receiving a call at the network level to be routed by the network-level router; selecting, by said router, based on information from said stat-server, a telephony switch at a call center for routing the call; and routing the call to the selected switch.
Claim 6
Independent Claim
123 words
A method for routing a telephone call to one of a plurality of call centers each having at least one telephony switch connected to a computer telephony integration (CTI) server, the CTI server for each switch interacting with a network level stat-server connected to a network-level router; the method comprising steps of: notifying the network level stat-server via the CTI servers connected to each of the telephony switches of all transactions of the connected telephony switches on a transaction-by-transaction basis; receiving a call at the network level to be routed by the network-level router; selecting, by said router, based on information from said stat-server, a telephony switch at a call center for routing the call; and routing the call to the selected switch.
Claim 7
Dependent Claim
30 words
The method of claim 4 wherein in the notifying step agent skills are communicated to the stat-server, and the agent skill information is used in routing decisions by the router.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-06-21 | 2002-12-21 | 2003-06-22 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-06-21 | 2006-12-21 | 2007-06-22 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-06-21 | 2010-12-21 | 2011-06-22 | $7700.00 | Window Closed / Lapsed |