Siemens Information & Communication Networks, Inc.

Siemens Communications, Inc.

Robert W Stephens

Markku Korpi

Richard W Crouch

Michael Sassin

Uwe Wrede

Leon Xu

A queue server is established in a packet telephony environment, wherein the queue server is defined as a callable entity, separate from the H.323 workstation for which it is being used. The queue may be used with any piece of H.323 software without modification to the software. All that need be done is the configuration that is typically accomplished when H.323 software is installed on the workstation. For example, the queue may be identified as a callable entity to receive call forwarding from the busy device or endpoint. The H.323 software of the endpoint needs to be able to handle only one call at a time, thereby reducing memory requirements for the equipment.

Queue as callable entity in an IP telephony system

An automatic call distribution system utilizes a number of H.323 compatible devices. An automatic call distribution (ACD) server ( ) interfaces with a computer telephony interface gateway ( ) to route calls to agents or to a music/video server ( ). Calls are received by a gateway and supplied to a gatekeeper that determines an IP address of the destination. The ACD server selects the destination in response to the number of agents available. In addition, customer calls can be received via e-mail, facsimile or the Internet. The call distribution system can instruct an agent to return an e-mail or facsimile message or to call a customer if desired. Calls from one H.323 device can be routed to another H.323 device by a third party application by sending a call control message to the device's application program interface that executes the message as if it were generated at the device itself.

Multimedia automatic call distribution system

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Sunnyvale, CA, United States of America

Robert W Stephens