(i9) United States
(12) Patent Application Publication oo) Pub. No.: US 2006/0109976 Al
Sundaram et al. (43) Pub. Date: May 25,2006
(54) METHOD AND SYSTEM FOR MONITORING AND MANAGING MULTI-SOURCED CALL CENTERS
(76) Inventors: Mukesh Sundaram, San Jose, CA
(US); Prem Uppaluru, Cupertino, CA
SONNENSCHEIN NATH & ROSENTHAL LLP
P.O. BOX 061080
WACKER DRIVE STATION, SEARS TOWER
CHICAGO, IL 60606-1080 (US)
(21) Appl. No.: 11/285,599
(22) Filed: Nov. 22, 2005
Related U.S. Application Data
(60) Provisional application No. 60/630,851, filed on Nov. 23, 2004.
(51) Int. CI.
H04M 3/00 (2006.01)
H04M 5/00 (2006.01)
H04M 7/00 (2006.01)
(52) U.S. CI 379/265.02; 379/219
A mid-point call management node subject to monitoring through a workstation communicatively coupled thereto, provides call services (e.g., through extensible markup language (XML), and in particular call control extensible markup language (CCXML) and/or voice extensible markup language (VXML), instructions) for an inbound call received from an originating network at an originating point-of-presence (POP) associated with multiple, disparate call centers, the call services being provided in response to call management application instructions issued according to enterprise-specific strategies for optimizing call handling between the originating POP and domestic and/or international ones of the disparate call centers communicatively coupled thereto. Call center information (e.g., call load information) received at the management node from the multiple call centers may be used in connection with providing the call services. The enterprise-specific strategies may be instantiated as processes for: call routing, load balancing, work force management, and/or customer relationship management.