Patent ID: 7418092

Claim:
In a call control system operative as a call center, said call center being physically distributed, a method for controlling routing of a telephone call comprising: receiving a call at an incoming gateway ( 301 ) of the call control system ( 10 ); separating the call into components of a signaling channel ( 16 ) and a bearer channel ( 18 ); signaling from the incoming gateway to a call control system that said call has been received by the incoming gateway; determining via a call routing system ( 400 ) the termination point to which said telephone call should be delivered from incoming call information of the signaling channel ( 16 ) and from information and availability of a qualified agent at a termination point ( 500 or 600 ) to establish a selected termination point; signaling with control signals from said call control system to an outgoing gateway coupled to said selected termination point; causing said an outgoing gateway ( 308 ) to connect to the incoming gateway ( 301 ) via a digital voice packet connection to carry content of said bearer channel ( 18 ); and directing content of said bearer channel ( 18 ) of said call from the outgoing gateway ( 308 ) to said selected termination point ( 500 or 600 ).