公开(公告)号：US6434231B2

公开(公告)日：2002-08-13

申请号：US47812600

申请日：2000-01-05

Applicant: GENESYS TELECOMM LAB INC

Inventor： NEYMAN IGOR ,  BARSKYY MYHAILO ,  MILOSLAVSKY ALEC ,  BONDARENKO OLEG ,  ISSAYEV VALERIY ,  PETROV ANDREI ,  KARPENKO PAVEL

IPC: H04L12/64 ,  H04M3/00 ,  H04M3/32 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M5/00 ,  H04M7/00 ,  H04Q3/58

CPC classification number: H04M7/00 ,  H04M3/323 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/006 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/408 ,  H04M2242/22

Abstract: A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

Abstract translation: 电话呼叫中心具有代理工作站，其具有连接到适于接收和切换到电话的常规电话呼叫的电话交换设备的站侧端口的电话以及连接在局域网（LAN）上的计算机平台。 还连接在LAN上的处理器具有广域网（WAN）端口，并且适于接收并分发来自WAN的计算机模拟电话呼叫到代理站处的计算机平台。 在个别代理站，电话和计算机平台通过电话应用编程接口（TAPI）兼容的桥连接。 代理工作站上两种类型的呼叫的状态由具有WAN连接的处理器传送到网络级路由器，WAN连接也可以接收计算机模拟的呼叫。 路由器然后可以基于代理状态相对于两种呼叫进行路由决定。