A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.

A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.

An agent service call switch system and method in a call center are provided, which includes that a VCM modifies a Data Base and adds a service number for switch in an agent service number list; an agent selects a PSTN number or a PLMN number as a service number after switch, and sends an update message to a CTI module to update the service number of the agent; the CTI module sends a logout message about a service number before switch, namely a VOIP number, to an ACD module; the agent sends an unregister message to the ACD module to unregister the VOIP number; the ACD module sends an acknowledgement message to the agent and the CTI module respectively, so as to complete the switch of the service number. The system and method achieve seamless and smooth switch when an agent is temporarily off the seat, implement switch of an agent service call, meet the disaster recovery requirement of an audio channel of the agent service and realize agent service continuity, and meet the construction and maintenance requirement of a customer for low system investment and easy operation.

A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.