Abstract: A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.
Type:
Grant
Filed:
August 14, 2000
Date of Patent:
February 24, 2004
Assignee:
Telephony@Work
Inventors:
Ran Ezerzer, Roberto Armando Portillo Jarquin, Ali Aljane, Eli Ben Borodow, Gerald Augustin Holly, Jr., Edwin Kenneth Margulies