Nortel Networks Corporation

Fung Hung

David W McKnight

A web based agent backed system provides sales and service and sales support for a company. The system includes a call center computer ( ) coupled to the Internet (or another packet switched network) ( ) that receives a call request from a customer computer ( ), which may have been made using a link contained in a company web page maintained on a web server ( ). Upon receiving the call request, the call center computer ( ) determines customer information and call information and connects an agent through agent station computer ( ) for call servicing. The call center computer ( ) completes an IP telephony call made by the customer computer ( ) to an agent or assigns an agent to call the customer by placing an IP telephony call to the customer computer ( ) or by placing a PSTN call to the customer's phone ( ).

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Plano, TX, United States of America

Fung Hung