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1. (WO1999014919) IMPROVED CALL CENTER APPARATUS AND FUNCTIONALITY IN TELEPHONY

Pub. No.:    WO/1999/014919    International Application No.:    PCT/US1998/018789
Publication Date: Mar 25, 1999 International Filing Date: Sep 9, 1998
IPC: H04M 3/42
H04M 3/51
H04M 3/523
H04M 7/00
Applicants: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Inventors: NEYMAN, Igor
BARSKIY, Michail
MILOSLAVSKY, Alec
BONDARENKO, Oleg
ISSAYEV, Valeriy
PETROV, Andrei
KARPENKO, Paul
Title: IMPROVED CALL CENTER APPARATUS AND FUNCTIONALITY IN TELEPHONY
Abstract:
A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.