Skill-based real-time call routing in telephony systems

Patent 6185292 Issued on February 6, 2001. Estimated Expiration Date:

February 10, 2017. Estimated Expiration Date is calculated based on simple USPTO term provisions. It does not account for terminal disclaimers, term adjustments, failure to pay maintenance fees, or other factors which might affect the term of a patent.

Abstract Claims Description Full Text

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Inventor

Miloslavsky, Alec

Assignee

Genesys Telecommunications Laboratories, Inc.

Application

No. 797418 filed on 02/10/1997

US Classes:

379/265.01, Call distribution to operator379/219, PLURAL EXCHANGE NETWORK OR INTERCONNECTION379/221.01Alternate routing

Examiners

Primary: Zele, Krista M.
Assistant: Tieu, Benny Q.

Attorney, Agent or Firm

International Class

H04M 003/00

Abstract

A telephone call-routing system comprises an initial call-processing unit with a first telephone line adapted for receiving calls from customers, and includes a call-routing processor adapted for routing incoming calls to selected destinations; and a remote call-in center having a computerized telephony switch connected to a plurality of telephones at operator workstations and adapted to route calls to individual ones of the telephones, and also connected by a first outside telephone line to a telephone network. A computer server connected to the telephony switch by a high-speed data link and to the telephone network by a digital network connection is adapted to monitor transactional activity of the computerized telephony switch, to process the activity information according to selected routines, and to communicate processed information to the call-routing processor over the digital network connection, such that the call-routing processor may use the processed information to select destinations to route the incoming calls.