Abstract: A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call.

Abstract: A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call.

Abstract: A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted.

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.

Abstract: A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

Abstract: A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.

Abstract: A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.

Abstract: A system for synchronizing party information and call-state information between two or more telephone switches involved in establishing a multiparty communication session has at least one server application for serving information and receiving information and a translation service for translating received information between formats of telephony and those of digital messaging. The system uses a digital network to propagate the information between switches in a dynamic message format.

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

Abstract: A system for synchronizing party information and call-state information between two or more telephone switches involved in establishing a multiparty communication session has at least one server application for serving information and receiving information and a translation service for translating received information between formats of telephony and those of digital messaging. The system uses a digital network to propagate the information between switches in a dynamic message format.