Patent ID: 8503660

Claim:
A method of operating a plurality of dissimilar call centers that have different command and control structures comprising: providing an enterprise administration server coupled to the call centers using administrative interfaces of the call centers to read data from and write changes to databases of the call centers and functioning as a client of the administrative interfaces while allowing existing administrative tools of the call centers to work independently of the enterprise administration server; disposing a plurality of terminal adapters between the enterprise administration server and at least some of the plurality of dissimilar call centers such that each terminal adapter of the plurality of terminal adapters is coupled to a respective call center of the plurality of dissimilar call centers; a terminal adapter of the plurality of terminal adapters receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the respective call center; and the respective call center executing the instruction such that the enterprise administration server controls the respective call center by changing database data in the respective call center to control the respective call center without replacing databases of any of the plurality of dissimilar call centers.