Multimedia telecommunication automatic call distribution system

Claim 2

A multimedia telecommunication call distribution center for providing access to calls collectively having multimedia content, the center comprising: a plurality of networks for carrying calls to said multimedia telecommunication call distribution center, said plurality of networks including at least one data network; a plurality of calls accessing said multimedia telecommunication call distribution center via said plurality of networks; a multimedia automatic call distribution server that distributes said calls to a plurality of multimedia call operators; a plurality of multimedia call operator computing means for processing said calls; and caller identification means for identifying said calls wherein said caller identification means comprises network identification means for identification of at least one caller location via network protocols, and for identification of a caller format of at least one caller, wherein said caller format comprises a voice identification means for identifying analogue voice signals that have been digitized, data identification means for identifying message data, and an image identification means for identifying video data.

Claim 3

A multimedia telecommunication call distribution center according to claim 1, wherein said plurality of networks comprises telephone networks.

Claim 4

A multimedia telecommunication call distribution center according to claim 1, wherein said plurality of networks comprises data networks.

Claim 5

A multimedia telecommunication call distribution center according to claim 1, wherein said plurality of networks comprises data and telephone networks.

Claim 6

A multimedia telecommunication call distribution center according to claim 1, whereby said call operators are capable of responding to said calls without the use of a telephone set.

Claim 7

A multimedia telecommunication call distribution center according to claim 1, wherein said multimedia access further comprises receiving, queuing, storing, processing, connecting and responding to said calls.

Claim 8

A multimedia telecommunication call distribution center according to claim 6, said calls collectively having multimedia content further comprising: calls having digital and analog voice data; and calls having video data.

Claim 9

A multimedia telecommunication distribution center according to claim 7, wherein said digital and analog voice multimedia data is converted to digital data network format for connection to said multimedia call operators.

Claim 10

A multimedia telecommunication distribution center according to claim 1, said multimedia automatic call distribution server further comprising: first connecting means for connecting said server to said data and telephone networks; second connecting means for connecting said calls to said multimedia call operators; and queuing means for queuing said calls.

Claim 11

A multimedia telecommunication distribution center according to claim 1, wherein said multimedia call operators are geographically distributed.

Claim 12

A multimedia telecommunication call distribution center according to claim 1, said plurality of multimedia call operator computing means further comprising: first linking means for linking said operator computing means to said plurality of networks; second linking means for linking said operator computing means to a telephone headset or speaker and microphone; and third linking means for linking said operator computing means to a camera.

Claim 13

A multimedia telecommunication call distribution center according to claim 1, the center further comprising: storing means for storing messages said messages collectively having multimedia content; queuing means for queuing said messages; forwarding means for forwarding said messages to said call operators; addressing means for addressing said messages to intended parties; and retrieving means for retrieving said messages by said intended parties.

Claim 14

A multimedia telecommunication call distribution center according to claim 12, said multimedia automatic call distribution server further comprising: intelligent queuing means for queuing calls and messages based on call priority and service request information; and intelligent forwarding means for forwarding said calls and messages to groups of said call operators based on call priority and service request information.

Claim 15

A multimedia telecommunication call distribution center according to claim 13, wherein a caller in a queue has access to multimedia information.

Claim 16

A plurality of multimedia telecommunication call distribution centers connected by means of data networks for receiving, queuing, storing, processing, and connecting a plurality of calls which collectively contain multimedia content, each of said plurality of call centers respectively comprising: a plurality of networks for carrying calls to said multimedia telecommunication call distribution center, said plurality of networks including at least one data network; a multimedia automatic call distribution server that distributes said calls to a plurality of multimedia call operators; and a plurality of multimedia call operator computing means for processing said calls; caller identification means for identifying said calls wherein said caller identification means comprises network identification means for identification of at least one caller location via network protocols, and for identification of a caller format of at least one caller, wherein said caller format comprises a voice identification means for identifying analogue voice signals that have been digitized, data identification means for identifying message data, and an image identification means for identifying video data; and wherein said plurality of call centers comprises: transfer means for transferring said calls from one of said multimedia telecommunication call distribution centers to at least one other of said centers; rerouting means for rerouting said calls from one of said multimedia call distribution centers to at least one other of said centers; first connecting means for connecting said calls directly to said multimedia call operators; and second connecting means for connecting the plurality of centers to each other for exchange of data and status information among said plurality of centers.

Claim 17

A plurality of multimedia telecommunication call distribution centers connected by means of data networks for receiving, queuing, storing, processing, and connecting a plurality of calls which collectively contain multimedia content, each of said plurality of call centers respectively comprising: a plurality of networks for carrying calls to said multimedia telecommunication call distribution center, said plurality of networks including at least one data network; a multimedia automatic call distribution server that distributes said calls to a plurality of multimedia call operators; and a plurality of multimedia call operator computing means for processing said calls; caller identification means for identifying said calls wherein said caller identification means comprises network identification means for identification of at least one caller location via network protocols, and for identification of a caller format of at least one caller, wherein said caller format comprises a voice identification means for identifying analogue voice signals that have been digitized, data identification means for identifying message data, and an image identification means for identifying video data; and wherein said plurality of call centers comprises: transfer means for transferring said calls from one of said multimedia telecommunication call distribution centers to at least one other of said centers; rerouting means for rerouting said calls from one of said multimedia call distribution centers to at least one other of said centers; first connecting means for connecting said calls directly to said multimedia call operators; and second connecting means for connecting the plurality of centers to each other for exchange of data and status information among said plurality of centers.

Claim 18

A telecommunication call distribution center including at least one network for carrying calls to said telecommunication call distribution center, wherein said at least one of said network includes a data network, said center comprising: a plurality of calls accessing said telecommunication call distribution center via said at least one network; an automatic call distribution server that distributes said calls to a plurality of call operators; and a plurality of call operator computing means for processing said calls without the use of a telephone set; and caller identification means for identifying said calls wherein said caller identification means comprises network identification means for identification of at least one caller location via network protocols, and for identification of a caller format of at least one caller, wherein said caller format comprises a voice identification means for identifying analogue voice signals that have been digitized, data identification means for identifying message data, and an image identification means for identifying video data.

Claim 19

A telecommunication call distribution center including at least one network for carrying calls to said telecommunication call distribution center, wherein said at least one of said network includes a data network, said center comprising: a plurality of calls accessing said telecommunication call distribution center via said at least one network; an automatic call distribution server that distributes said calls to a plurality of call operators; and a plurality of call operator computing means for processing said calls without the use of a telephone set; and caller identification means for identifying said calls wherein said caller identification means comprises network identification means for identification of at least one caller location via network protocols, and for identification of a caller format of at least one caller, wherein said caller format comprises a voice identification means for identifying analogue voice signals that have been digitized, data identification means for identifying message data, and an image identification means for identifying video data.

Claim 20

A telecommunication call distribution center according to claim 15, wherein said at least one network comprises at least one telephone network.

Claim 21

A telecommunication call distribution center according to claim 16, wherein said plurality of calls collectively comprise multimedia data.

Claim 22

A telecommunication call distribution center, according to claim 16 wherein said plurality of calls are respectively multimedia calls.