Abstract: Remote agents geographically distributed from contact devices connect with contacts of the contact devices through a computer network. A remote agent server coordinates connections between telephone contacts and remote agents by directing the telephone contacts to connect with remote agent computer systems interfaced with a computer telephony integration platform. Contact device resources, such as dialing and answering resources, are allocated through a scheduling graphical user interface to enhance the efficiency of contact device use. In one embodiment, contact resources are assigned on a pay-for-use basis. Contact lists for outbound dialing or to answer predetermined inbound calls are associated with predetermined remote agents with remote agent computer addresses.

Abstract: A method for uniquely identifying calls having the same originating number arid dialed number, and network components adapted to carry out that method. A Parking Manger receives a Park Request that includes the originating number, the dialed number, and a Network Call ID (Identification). The Parking Manger accesses a pool of Dialed Number Identification System (DNIS) override digits associated with the dialed number and returns these digits with the response to the Park Request. The originating number and DNIS override digits uniquely identify the call, and are combined with the destination number, and the combination is flagged as pending in the Parking Manger. The DNIS override digits are received by an Interactive Voice Response (IVR) system that uses a many-to-one mapping to identify the dialed number and complete the call, and returns a call arrival signal to the Parking Manger including a PPID generated by the Voice Response system to Parking Manager.