An apparatus and a method for establishing a telecommunications link controlled by a control program with a second communications terminal according to which a CTI service is made available to a first communications terminal by a CTI server in a CTI domain allocated to the CTI server and the second communications terminal is located outside the CTI domain and by way of a proxy situated within the CTI domain that is linked to the CTI server. The control program is linkable to the CTI server by way of an intermediate functional unit that can signal to the control program that the second communications terminal instead of the proxy is linked into the established telecommunications link as the telecommunications terminal. The intermediate functional unit can instruct the CTI server to carry out the CTI service on the proxy in accordance with the control program.

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

A plug-in extension is provided that integrates an existing PMS/CRM (Practice Management System/Customer Relationship Management System) suite with an existing telephone system. The present invention includes an add-on or a teleprompter system, wherein the add-on acts as a guide for users those are involved in customer service process. The user is prompted with a user interface screen on her computer, based on appropriate caller's status as an existing customer or otherwise and the user is provided with business contextual information and/or a series of canned scripts, designed to provide a structured series of easy-to-follow steps for the user to follow; thus, resulting in providing a minimal training to perform customer service functions in an enterprise.

Users store information relevant to first responders in the event of an emergency. When a user later places an emergency call, the user's emergency information is automatically made available to the public-safety answering point operator handling the call. Hotel personal are notified of the call and may listen to and break in to the ongoing call in order to assist. A reverse 9-1-1 broadcast enables hotel personnel to quickly notify guests of an emergency situation via in-room and mobile phones. In the event that police need to conduct surveillance on a target location, the onsite PBX server reconfigures phones within the vicinity of the target location to operate in an open mode and records the audio/visual information received. An incoming call to a hotel room from the PSAP is automatically connected to the in-room phone even if other incoming calls not from the PSAP are being screened by front desk.

A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.

A method and system for operating a multitenancy telephony system including a call queue that stores call requests received from a plurality of users; an expandable and contractible telephony resource cluster that establishes call sessions for call requests; a analysis system that calculates capacity requirements of the system; a resource allocator that manages the scaling and operation of the telephony resource cluster; and a plurality of telephony network channels that are used as telephony communication channels for call sessions.

A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

The present disclosure is directed to a method and system for routing communications. A plurality of communication devices are coupled to a communications network. Each communication device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A call-routing switch arrangement is coupled to the communication network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The call-routing switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number. Users remotely program the database to direct their calls to communication devices at various geographic, voice mail and e-mail destinations.