CALL CENTER ARCHITECTURE BY CLIENT PORTFOLIO

摘要

The present invention relates more particularly to the technical field of call center equipment and architectures. The present invention more particularly relates to a call center architecture comprising at least one CTI (Computer Telephony Integration) equipment, at least one equipment ACD (Automatic Call Dispatcher), each of said (at least) ACD being associated with at least one group of call receiving stations, characterized in that said CTI comprises technical means for selection and routing in order to route a call incoming to a pre-determined group of call receiving stations according to parameters of said incoming call; the architecture being further characterized in that it comprises technical means enabling, when a particular event occurs, not to route an incoming call to the predetermined group of call reception stations but to another group call stations or to all groups of call receivers. / P