US Patent:
20080025493, Jan 31, 2008
Inventors:
Melinda Paras - Berkeley CA, US
Raymond N. Otake - Concord CA, US
Assignee:
Paras & Associates - Albany CA
International Classification:
H04M 3/00
Abstract:
An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.