Patent ID: 7212516
Filing Date: 2007-05-01
Classification: H04L,H04M

Abstract:
1. A network spanning heterogeneous call center controller comprising: a public switched telephone network input; an internet connection input; a switching element responsive to the public switched telephone network input; an internet protocol interface responsive to the internet connection input; a telephony resource module connectable to the switching element; a processor coupled to a data bus, the data bus coupled to the internet protocol interface and the switching element; a first set of agent output channels responsive to the switching element, the first set of agent output channels directed to communicate with circuit switched agent terminals; a second set of agent output channels responsive to the internet protocol interface, the second set of agent output channels directed to communicate with internet enabled agent terminals; and a domain conversion module coupled to the switching element and the internet protocol interface, the domain conversion module to convert between the internet protocol traffic and the circuit switched voice traffic, the domain conversion module responsive to the internet protocol interface.