07106850 is referenced by 107 patents and cites 56 patents.

A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.

Title
Customer communication service system
Application Number
9/756471
Publication Number
7106850 (B2)
Application Date
January 8, 2001
Publication Date
September 12, 2006
Inventor
Stephen A Michael
Colorado Springs
CO, US
Alasdhair Campbell
Austin
TX, US
Assignee
Aastra Intecom
TX, US
IPC
H04L 12/66
H04M 3/42
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