Patent ID: 7197130
Filing Date: 2007-03-27
Classification: H04M

Abstract:
1. A system comprising: routing logic which comprises an allocation component to allocate its received calls among a plurality of telephony systems including a first telephony system and a second telephony system, the routing logic comprising a first routing protocol (RP) component to distribute those of the calls allocated to the first telephony system among a first plurality of call center sites of the first telephopy system, the routing logic further comprising a second RP component to distribute those of the calls allocated to the second telephony system among a second plurality of call center sites of the second telephony system; a load-balancing Interactive Voice Response (IVR) system which dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first plurality of call center sites and the second plurality of call center sites; and a primary IVR system to receive a plurality of calls and to route a first percentage thereof to the routing logic and a second percentage thereof to the load-balancing IVR system.