Method for servicing voice calls in a communication network. RU patent 2317645.

FIELD: call processing systems, possible use for servicing voice calls incoming through a communication network.

SUBSTANCE: in accordance to the invention, when a client initiates voice connection to operation of call processing center, by activation of software for servicing voice calls of Internet-page, IP-address of the client is determined, on basis of which language zone association is determined for the client and client call is routed to the group of operators speaking on client language, while, additionally, with detection of client language the client is identified and URL-address of call page is determined, on basis of this data requirements are set for qualification of operator, to whom the call is routed. On the Internet-page a panel is indicated with information about operators who service voice calls from given page on client language and have professional knowledge in the area of information published on the page. In case when no free operators are available, size of response waiting queue is displayed. Information on the panel is displayed without conduction of a call by the client and renewed after a specific time interval.

EFFECT: increased speed and economical efficiency when servicing voice calls of clients in Internet network with simultaneously expanded functional capabilities of call processing center.

2 cl, 2 dwg

IPC classes for russian patent Method for servicing voice calls in a communication network. RU patent 2317645. (RU 2317645):

H04L12/24 - Arrangements for maintenance or administration

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