External positivistic forward transfer in call routing systems

Claim 2

A telephone call-routing system, comprising: an initial call-processing system having a first trunk for receiving calls from customers; and a remote call-in center comprising a telephony switching apparatus connected to telephones at a plurality of agent workstations, and connected by a second trunk to the initial call processing system, and a Computer Telephony Integration (CTI) server connected to the telephony switching apparatus by a CTI link and having a communication link separate from the second trunk to the initial call processing system, and connected by a local area network (LAN) to computer stations at the agent workstations, the CTI server monitoring activity of the telephony switching apparatus and reporting status of the switching apparatus to the initial call processing system over the communication link; wherein the initial call-processing system selects an agent workstation destination for an incoming call based in part on the activity reported by the CTI server, negotiates a semaphore, being a virtual telephone number of the switching apparatus at the call center, with the CTI server over the communication link, switches the call to the semaphore number at the switching apparatus, sets a busy indication for the negotiated semaphore at the initial call-processing system, and forwards data associated with the call, including an indication of the semaphore number, to the CTI server over the communication link, and wherein the CTI server sends the associated data to the computer station at the destination agent workstation and switches the call from the semaphore number to the telephone extension at the destination agent workstation.

Claim 3

The telephone call-routing system of claim 1 wherein the communication link between the telephony server and the processor system operates in TCP/IP protocol.

Claim 4

The telephone call-routing system of claim 1 further comprising a customer database connected to the LAN.

Claim 5

The telephone call-routing system of claim 3 wherein the CTI server uses the associated data to retrieve additional data from the customer database, and sends the additional data to the computer station at the destination agent station as well.

Claim 6

An initial call processing system comprising: a first trunk adapted for receiving an incoming call from a customer and a second trunk for routing incoming calls to remote switching apparatus; and a processor system coupled to the first trunk conducting initial processing and routing of the incoming call, the initial processing resulting in data associated with the incoming call; wherein the processor system negotiates a semaphore, being a virtual telephone number at the remote switching apparatus, with a CTI processor connected to the remote switching apparatus, switches the incoming call to the semaphore number at the remote switching apparatus, and transmits the data over a communication link separate from the second trunk to the CTI processor to be associated with the call.

Claim 7

An initial call processing system comprising: a first trunk adapted for receiving an incoming call from a customer and a second trunk for routing incoming calls to remote switching apparatus; and a processor system coupled to the first trunk conducting initial processing and routing of the incoming call, the initial processing resulting in data associated with the incoming call; wherein the processor system negotiates a semaphore, being a virtual telephone number at the remote switching apparatus, with a CTI processor connected to the remote switching apparatus, switches the incoming call to the semaphore number at the remote switching apparatus, and transmits the data over a communication link separate from the second trunk to the CTI processor to be associated with the call.

Claim 8

The initial call processing system of claim 5 wherein the separate communication link operates in TCP/IP protocol.

Claim 11

A call center comprising: a telephony switching apparatus having a trunk for receiving calls from a network initial-processing center; a Computer Telephony Integration (CTI) processor connected to the telephony switching apparatus by a CTI link and a communication link to the initial-processing center separate from the trunk; and a plurality of agent stations having each at least one telephone connected by an extension line to the telephony switching apparatus and a computer station connected to the CTI processor by a local area network (LAN); wherein the CTI processor negotiates a semaphore, being a virtual telephone number at the telephony switching apparatus, with the initial processing center over the separate communication link, for a call received at the initial processing center and routed thereby to an agent station at the call center, accepts data associated with the call over the separate communication link, transfers the data by the LAN to the agent station to which the call is destined, and switches the call to the same agent station when the call arrives at the semaphore number in the switching apparatus.

Claim 12

A call center comprising: a telephony switching apparatus having a trunk for receiving calls from a network initial-processing center; a Computer Telephony Integration (CTI) processor connected to the telephony switching apparatus by a CTI link and a communication link to the initial-processing center separate from the trunk; and a plurality of agent stations having each at least one telephone connected by an extension line to the telephony switching apparatus and a computer station connected to the CTI processor by a local area network (LAN); wherein the CTI processor negotiates a semaphore, being a virtual telephone number at the telephony switching apparatus, with the initial processing center over the separate communication link, for a call received at the initial processing center and routed thereby to an agent station at the call center, accepts data associated with the call over the separate communication link, transfers the data by the LAN to the agent station to which the call is destined, and switches the call to the same agent station when the call arrives at the semaphore number in the switching apparatus.

Claim 13

The call center of claim 8 wherein the communication link operates in TCP/IP protocol.

Claim 14

The call center of claim 8 further comprising a customer database connected to the LAN.

Claim 15

The call center of claim 8 wherein the CTI server uses the associated data to retrieve additional data from the customer database, and sends the additional data to the destination agent station as well.

Claim 16

A telephone call-routing system, comprising: an initial call-processing system having a first trunk for receiving calls from customers; and a remote call-in center comprising a telephony switching apparatus connected to telephones at a plurality of agent stations, and connected by a second trunk to the initial call processing system, and a Computer Telephony Integration (CTI) server connected to the telephony switching apparatus by a CTI link and having a communication link separate from the second trunk to the initial call processing system, and connected by a local area network (LAN) to computer stations at the agent workstations, the CTI server monitoring activity of the telephony switching apparatus and reporting status of the switching apparatus to the initial call processing system over the communication link; wherein the initial call-processing system selects an agent station destination for an incoming call based in part on the activity reported by the CTI server, selects a locally-stored semaphore indicated as free, being a virtual telephone number of the switching apparatus at the call center, switches the call to the semaphore number at the switching apparatus, sets a busy indication for the negotiated semaphore at the initial call-processing system, and forwards data associated with the call, including an indication of the semaphore number, to the CTI server over the communication link, and wherein the CTI server sends the associated data to the computer station at the destination agent station and switches the call from the semaphore number to the telephone extension at the destination agent workstation, and notifies the initial call processing center when the semaphore is again free.

Claim 17

A telephone call-routing system, comprising: an initial call-processing system having a first trunk for receiving calls from customers; and a remote call-in center comprising a telephony switching apparatus connected to telephones at a plurality of agent stations, and connected by a second trunk to the initial call processing system, and a Computer Telephony Integration (CTI) server connected to the telephony switching apparatus by a CTI link and having a communication link separate from the second trunk to the initial call processing system, and connected by a local area network (LAN) to computer stations at the agent workstations, the CTI server monitoring activity of the telephony switching apparatus and reporting status of the switching apparatus to the initial call processing system over the communication link; wherein the initial call-processing system selects an agent station destination for an incoming call based in part on the activity reported by the CTI server, selects a locally-stored semaphore indicated as free, being a virtual telephone number of the switching apparatus at the call center, switches the call to the semaphore number at the switching apparatus, sets a busy indication for the negotiated semaphore at the initial call-processing system, and forwards data associated with the call, including an indication of the semaphore number, to the CTI server over the communication link, and wherein the CTI server sends the associated data to the computer station at the destination agent station and switches the call from the semaphore number to the telephone extension at the destination agent workstation, and notifies the initial call processing center when the semaphore is again free.

Claim 18

The telephone call-routing system of claim 12 wherein the communication link between the telephony server and the processor system operates in TCP/IP protocol.

Claim 19

The telephone call-routing system of claim 13 further comprising a customer database connected to the LAN.

Claim 20

The telephone call-routing system of claim 14 wherein the CTI server uses the associated data to retrieve additional data from the customer database, and sends the additional data to the computer station at the destination agent station as well.

Claim 21

An initial call processing system comprising: a first trunk adapted for receiving an incoming call from a customer and a second trunk for routing incoming calls to remote switching apparatus; and a processor system coupled to the first trunk conducting initial processing and routing of the incoming call, the initial processing resulting in data associated with the incoming call; wherein the processor system selects a semaphore, being a virtual telephone number at the remote switching apparatus, from a database local to the initial call processing system, switches the incoming call to the semaphore number at the remote switching apparatus, sets the semaphore to busy at the local database, and transmits the data over a communication link separate from the second trunk to a Computer Telephony Integration (CTI) processor connected to the remote switching apparatus to be re-associated with the call at the remote switching apparatus.

Claim 22

An initial call processing system comprising: a first trunk adapted for receiving an incoming call from a customer and a second trunk for routing incoming calls to remote switching apparatus; and a processor system coupled to the first trunk conducting initial processing and routing of the incoming call, the initial processing resulting in data associated with the incoming call; wherein the processor system selects a semaphore, being a virtual telephone number at the remote switching apparatus, from a database local to the initial call processing system, switches the incoming call to the semaphore number at the remote switching apparatus, sets the semaphore to busy at the local database, and transmits the data over a communication link separate from the second trunk to a Computer Telephony Integration (CTI) processor connected to the remote switching apparatus to be re-associated with the call at the remote switching apparatus.

Claim 23

The initial call processing system of claim 16 wherein the separate communication link operates in TCP/IP protocol.

Claim 26

A call center comprising: a telephony switching apparatus having a trunk for receiving calls from a network initial-processing center; a Computer Telephony Integration (CTI) processor connected to the telephony switching apparatus by a CTI link and a communication link to the initial-processing center separate from the trunk; and a plurality of agent stations having each at least one telephone connected by an extension line to the telephony switching apparatus and a computer station connected to the CTI processor by a local area network (LAN); wherein the CTI processor monitors the switching apparatus for a call switched to a semaphore number at the switching apparatus, wherein the semaphore number indicates an agent station to which the call is destined, accepts data by the communication link identified as associated with the same semaphore number, transmits the data to the agent station, and switches the call to the same agent station.

Claim 27

A call center comprising: a telephony switching apparatus having a trunk for receiving calls from a network initial-processing center; a Computer Telephony Integration (CTI) processor connected to the telephony switching apparatus by a CTI link and a communication link to the initial-processing center separate from the trunk; and a plurality of agent stations having each at least one telephone connected by an extension line to the telephony switching apparatus and a computer station connected to the CTI processor by a local area network (LAN); wherein the CTI processor monitors the switching apparatus for a call switched to a semaphore number at the switching apparatus, wherein the semaphore number indicates an agent station to which the call is destined, accepts data by the communication link identified as associated with the same semaphore number, transmits the data to the agent station, and switches the call to the same agent station.

Claim 28

The call center of claim 19 wherein the communication link operates in TCP/IP protocol.

Claim 29

The call center of claim 19 further comprising a customer database connected to the LAN.

Claim 30

The call center of claim 19 wherein the CTI server uses the associated data to retrieve additional data from the customer database, and sends the additional data to the destination agent station as well.