Patent ID: 7568038
Filing Date: 2009-07-28
Classification: H04L,H04M

Abstract:
1. A multi-channel multi-media telecommunications call center system, comprising: a call center infrastructure shared by a first company and a second company and providing hosted call center services to the first company and the second company; a first application dedicated to said first company; a second application dedicated to said second company, wherein the first or second application is selected from the group consisting of: a mail manager, a network manager, an interaction manager, an administration manager, a supervision manager, and a combination thereof; a call center resource shared by said first and second companies, wherein said call center resource is selected from the group consisting of a stats server, a database server, a resource manager, a unified mail server, a host server, a scheduling server, and a combination thereof wherein said database server broadcasts, in real time, to call center resources and network resources changes, wherein said resource manager maintains a list of resources, maintains a list of first company agents, informs the resources of availability of new resources, informs the resources of shutdown of resources, and provides alternate connections when existing connections are interrupted by resource shutdowns, wherein said unified mail server sends outgoing messages to third party servers and receives incoming messages from the third party servers, and communicates results of sent outgoing messages to the database server, wherein said host servers loads a network table describing correspondences between the resources and physical hosts of the telecommunications system that can execute the resources, starts each resource on a physical host in accordance with the network table, starts stopped resources and the resources added by the network manager, and provides a communication service to the network manager to enable the network manager to communicate with network elements, and wherein said scheduling server varies transaction routing rules in accordance with time of day, thereby allowing similar messages initiating transactions to be routed to different destinations depending on time of day; and a network resource shared by said first and second companies, wherein said call center resource and said network resource are implemented within said call center infrastructure.