Patent ID: 7106850

Claim:
A customer communication service system, comprising: a call processing network having an interface connected to a telephone network and having a workflow manager connected to a global data communications network, said workflow manager receiving a customer media event, identifying attributes, and associating values therewith; said call processing network further providing: a) a shared disk cluster for storing data connected to cluster servers, said cluster servers connected to a call processing network LAN; b) telephony and real-time services server computers connected to said call processing network LAN for providing voice processing service control, maintaining application state, load sharing, redundancy and fault recovery; c) said interface comprising a Telephony Switching Apparatus switch and telephony resource nodes, said Telephony Switching Apparatus switch connected to a voice communications network, telephony resource nodes, and said call processing network LAN, with said telephony resource nodes connected to said voice communications network, the Telephony Switching Apparatus switch, and the call processing network LAN; d) a firewall connected between the global data communication network and workflow management computer servers; and e) said workflow management computer servers connected to said firewall and said call processing network LAN, said workflow management computers managing workflow, receiving and distributing media events, and servicing client requests from the global data communications network; a database associated with said workflow manager, said database containing available agent attributes for associating attributes of said media event with said agent attributes for the purpose of associating an available agent with a customer media event; means for connecting geographically distributed agent communications from multiple call center sites to said call processing network; and means for connecting web client communications to said call processing network by voice and at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means, facsimile transmission means, digital video transmission means and digital voice transmission means.