Intervoice, Inc.

Nuasis Corporation

Avaya Technology LLC

Carl Schoeneberger

Michael P Dimitroff

Justin Broughton

Mark B Whipple

Gregory M Vaudreuil

Robert S Cohn

Alan T Huch

James R Swoopes

Carl W Kalbfleisch

Carlton C O'Neal

David M Reece

Chandra Pisupati

Charles Hymes

Kevin McPartian

A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways. Further, the present invention is a method of providing a high availability VoIP system wherein the method includes configuring a plurality of gateways between a PSTN and at least one hub of the system, implementing a proxy table and a call restoration table in each of the plurality of gateways, wherein when a call is received by a gateway in the plurality of gateways from the PSTN, the call is divided into a session initiation protocol (SIP) portion and a real time protocol (RTP) portion, and further wherein the SIP portion is sent to a proxy server and the RTP portion is sent to a media server, both being located in the at least one hub and further routed to an endpoint such as a SIP controlled softphone. A further method of the present invention includes routing SIP voice calls through the plurality of gateways using a proxy server priority table.

High availability VoIP subsystem

The present invention is a method and system for reducing bandwidth usage in a voice over internet protocol (VoIP) network that uses holding sounds such as music or announcements. When a customer call enters the network through a gateway, the call is received by a media server (VMS) and a workflow is started. When the workflow determines that the customer call is to be put on hold, the VMS sends an instruction signal to the gateway, instructing the gateway to provide an on-hold music or announcement to the customer call. When the workflow determines that the customer call is to be taken off hold, the VMS sends a second instruction signal to the gateway and the gateway stops the music or announcements and proceeds to further process the call under the direction of the workflow.

Bandwidth reduction in a VoIP network using music on hold

The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

Contact center with normalized multiple protocol architecture

A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the invention, the caller calling in at such a peak time is notified of the relatively long wait time to speak to an agent. The caller is then prompted as to whether he or she wishes to hold or accept a later callback time to receive immediate service. By accepting a later callback, the caller may access the contact center at a later time by dialing a unique telephone number or by entering a unique code when dialing the main line. This scheduled return to queue with priority system and method seeks to essentially eliminate high call volume times by redistributing those calls to times when the agent volume exceeds the incoming call volume, thus ultimately decreasing call center staffing costs.

Scheduled return to queue with priority (SRQP)

A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and method further include, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signaling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.

Remote agent access method to a VoIP contact center where high QoS is not supported

A communications system ( ) is provided which comprises a plurality of network hubs ( ), ( ), and ( ). Network hubs ( ), ( ), and ( ) are interconnected through a communications network ( ). The system ( ) interconnects messaging systems ( ), ( ), ( ), ( ), ( ), ( ), ( ), ( ), ( ) and ( ) having disparate capabilities and using disparate communications protocols. The network hubs use numbers of connection processors ( ) and ( ) to interact with the messaging systems. A hub database ( ) and message store ( ) are used to store control information and messaging information within the network hubs. A network processor ( ) is used to interact with other hubs within the communications system ( ). A message router ( ), connection manager ( ), data replicator ( ), and an administrative event manager ( ) are used to control the operations of-the hub in processing a message. A management server ( ) and a event processor ( ) are used by communications system ( ) to manage the internal operations of each of the network, hubs. The network center ( ) contains a customer computer interface system ( ) and an interactive voice response system ( ) to allow user interaction with information provider databases ( ), a customer service system ( ), a message tracking system ( ), a billing system ( ), and a HelpLine system ( ). The network center ( ) contains a master database ( ) that is used to synchronize the databases stored in each of the network hubs ( ), ( ), and ( ).

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Dallas, TX, United States of America

Carl Schoeneberger