# US 10,122,858 B2 · System and method for interacting with customer contact center over a mobile device

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- Number: US 10,122,858 B2
- Document ID: US10122858B2
- Status: Granted
- Kind: B2
- Application number: 15/483,981
- Filed: 2017-04-10
- Published: 2017-08-03
- Granted: 2018-11-06
- Earliest claimed: 2012-12-12
- Applicants: Genesys Telecommunications Laboratories, Inc.
- Inventors: Vladislav Baranovsky; Vladimir Mezhibovsky; Anton Brazhnyk; Gregory Jacob Duclos; David H. Anderson; Ernesto Garcia Garcia; William Edward James; Sonja Hoffman Hemelrijk; Bhanu Prasad Suravarapu; Jean-Marc Taillant
- Web page: https://patentgrep.com/patent/US10122858B2

## CPC

- H04M 3/5231: {with call back arrangements}
- G06Q 30/016: After-sales
- H04L 61/5061: Pools of addresses
- H04M 3/2218: {Call detail recording}
- H04M 3/42059: {Making use of the calling party identifier}
- H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals}
- H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing}
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04M 3/523: with call distribution or queueing
- H04M 3/5232: {Call distribution algorithms}
- H04W 4/16: Communication-related supplementary services, e.g. call-transfer or call-hold
- H04W 4/20: Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel
- H04W 4/02: Services making use of location information
- H04W 4/029: Location-based management or tracking services
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72)

## Abstract

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

## Claims

### Claim 1

A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
generating a first session identifier for a first session in response to the request for the interaction;
storing the data by the computer system;
storing the first session identifier in association with the data;
receiving a voice call from a telephony device accessible to the customer;
matching the voice call to the stored data based on information associated with the voice call;
retrieving the stored data based on the match;
generating a second session identifier for a second session associated with the voice call;
merging the first and second sessions into a single session;
identifying a contact center resource based on the retrieved data; and
routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

### Claim 2

A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
reserving the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device:
storing the data by the computer system;
receiving a voice call from a telephony device accessible to the customer;
matching the voice call to the stored data based on information associated with the voice call, wherein the information includes the reserved access number;
retrieving the stored data based on the match;
identifying a contact center resource based on the retrieved data; and
routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

### Claim 3 (depends on 2)

The method of claim 2, wherein the access number is reserved for a particular period of time, wherein after expiration of the time, the access number is returned to the pool.

### Claim 4 (depends on 1)

The method of claim 1, wherein the information associated with the voice call for matching the voice call to the stored data includes a calling number of the telephony device.

### Claim 5

A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, data from an application running on the end user device;
storing the data by the computer system;
generating an access code by the computer system;
transmitting the access code to the end user device over the data channel;
receiving a voice call from a telephony device accessible to the customer;
receiving the access code from the telephony device over the voice channel;
matching the voice call to the stored data based on information associated with the voice call, wherein the information includes the access code provided over the voice channel;
retrieving the stored data based on the match;
identifying a contact center resource based on the retrieved data; and
routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

### Claim 6 (depends on 5)

The method of claim 5, wherein the access code is associated with an audio tone.

### Claim 7 (depends on 5)

The method of claim 5, wherein the access code is randomly generated.

### Claim 8 (depends on 5)

The method of claim 5, wherein the access code includes an access number called by the telephony device.

### Claim 9 (depends on 1)

The method of claim 1, wherein the data is configured to provide context for the voice call.

### Claim 10 (depends on 1)

The method of claim 1, wherein the data includes information on a type of interaction requested by the application.

### Claim 11 (depends on 1)

The method of claim 1, wherein the merging of the first and second sessions into the single session includes replacing the second session identifier with the first session identifier, or replacing the first session identifier with the second session identifier, in response to identifying the data based on the information associated with the voice call.

### Claim 12 (depends on 1)

The method of claim 1, wherein the end user device is the telephony device.

### Claim 13 (depends on 1)

The method of claim 1, wherein the end user device is a non-telephony device.

### Claim 14

A system for processing interaction requests from a customer, the system comprising:
a processor; and
a memory including instructions which, when executed by the processor, cause the processor to:
receive over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
generate a first session identifier for a first session in response to the request for the interaction;
store the received data;
store the first session identifier in association with the data;
detect a voice call from a telephony device accessible to the customer;
match the voice call to the stored data based on information associated with the voice call;
retrieve the stored data based on the match;
generate a second session identifier for a second session associated with the voice call;
merge the first and second sessions into a single session;
identify a contact center resource based on the retrieved data; and
route the voice call to the identified contact center resource, wherein routing of the voice call is configured to establish a voice media session between the telephony device and the contact center resource.

### Claim 15

A system for processing interaction requests from a customer, the system comprising:
a processor; and
a memory including instructions which, when executed by the processor, cause the processor to:
receive over a data channel from an end user device accessible to the customer, data from an application running on the end user device;
store the received data;
detect a voice call from a telephony device accessible to the customer;
match the voice call to the stored data based on information associated with the voice call, wherein the information includes an access number called by the telephony device for establishing the voice media session;
retrieve the stored data based on the match;
reserve the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device;
identify a contact center resource based on the retrieved data; and
route the voice call to the identified contact center resource, wherein routing of the voice call is configured to establish a voice media session between the telephony device and the contact center resource.

### Claim 16 (depends on 15)

The system of claim 15, wherein the access number is reserved for a particular period of time, wherein after expiration of the time, the access number is returned to the pool.

### Claim 17 (depends on 1)

The method of claim 1, wherein the data includes data for authenticating the customer.

### Claim 18 (depends on 9)

The method of claim 9, wherein the context is based on user interactions with the application running on the end user device.

### Claim 19 (depends on 18)

The method of claim 18, wherein the data is received with a request transmitted by the application, wherein the request is transmitted in response to a particular one of the user interactions.

### Claim 20 (depends on 19)

The method of claim 19, wherein the particular one of the user interactions is actuation of a command to initiate the interaction.

### Claim 21 (depends on 1)

The method of claim 1, wherein the voice call is over a public telephony network or the Internet.