Patent ID: 6792102
Filing Date: 2004-09-14
Classification: H04M

Abstract:
A method comprising:entering, by an agent at an agent station, an agent ID when the agent answers a routed call, the routed call being associated with the agent ID; detecting, by a telephony server, DTMF tones resulted from the agent ID entered by the agent, the DTMF tones encoding the agent ID; sending, by the telephony server, the agent ID decoded from the DTMF tones to a browser server; matching, by the browser server, the agent ID, associated with the routed call, with a corresponding workstation that is represented by the agent ID; receiving, by the telephony server, a request for a call-back from a user, the request being received from the browser server via the Internet, the request including a type of the user's problem; placing, by the telephony server, a call to a call center, the call representing the request; and routing, by the call center, the call to a selected agent station, from a plurality of agent stations, based on the type of the user's problem, as a routed call before the agent answers the routed call.