1357729-A1 is referenced by 20 patents and cites 6 patents.

An Internet Protocol Network Telephony (IPNT) call-routing system having a call-routing processor (104) connected to a wide area network (WAN) (125) and adapted for receiving, processing, and routing incoming IPNT calls to IP addresses on the WAN (125). A computer station (131; 132) is connected to the WAN (125) and is adapted for receiving IPNT calls from the call-routing processor (104). The computer station (131; 132) is enabled for an agent to receive an IPNT call originated by a caller, to elicit information from the caller, and to return the call to the call-routing processor (104) associated with the newly-elicited information. The call-routing processor (104) is adapted to re-route the call to a new IP address, using the newly-elicited information in the re-routing decision.

Title
Apparatus and methods enhancing call routing to and within call-centers
Application Number
EP20030077174 19980909
Publication Number
1357729 (A1)
Application Date
September 9, 1998
Publication Date
October 29, 2003
Inventor
Gisby Douglas
US
Miloslavsky Alec
US
Assignee
Genesys Telecomm Lab
US
IPC
H04M 03/58
H04M 03/523
H04M 03/51
H04M 03/50
H04L 29/08
H04L 29/06
H04M 03/523
H04M 03/51
H04L 29/08
H04L 29/06
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