Abstract: 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.

Abstract: 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.

Abstract: A method of operating a distributed call progress tone detection system. In one embodiment, the method includes: (1) receiving requests from an application over said packet network and transmitting transmit call and control processing commands to a switching partition via a main control unit, (2) providing an interface to corresponding access nodes via line interface modules, (3) generating a call on a first of said line interface modules, (4) employing an input-output distributor to interconnect a call progress tone detector and said first of said line interface modules to allow said call progress tone detector to perform a call progress tone detection analysis and generate an indication thereof with respect to said first of said line interface modules and (5) creating an interconnection between said first of said line interface modules and a second of said line interface modules based on said indication via said input-output distributor and notifying said application of said interconnection.

Abstract: A distributed call progress tone detection system and method of operation thereof. In one embodiment, the system includes a switching partition having line interface modules, a call progress tone detector configured to perform call progress tone detection analysis, and an input-output distributor configured to employ a circuit to interconnect the call progress tone detector and a first of the line interface modules. The system further includes a main control unit configured to receive requests from an application over a packet network, transmit call and control processing commands to the switching partition, create an interconnection between the first of the line interface modules and a second of the line interface modules based on an indication generated by the call progress tone detector and notify the application of the interconnection.