Patent ID: 6690664
Filing Date: 2004-02-10
Classification: H04M,H04Q

Abstract:
A method for handling a call to a call center, the method comprising:receiving an initial signal for the call into a first communication system; processing the initial signal to select a call center resource processor; generating an address query for the call center resource processor in the first communication system; transmitting the address query from the first communication system for the call center resource processor; receiving an address response into the first communication system from the call center resource processor wherein the address response includes an absolute address for the call; processing the address response in the first communication system to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address; transmitting the route information including the absolute address from the first communication system for the second communication system; receiving the call into the first communication system; transferring the call packets from the first communication system to the second communication system; and routing the call packets from the second communication system for the call center resource wherein the call packets routed from the second communication system includes the absolute address.