Call flow modification based on un-anchored agent input

A server, comprising:

• one or more memories;
• and
• one or more processors, the one or more processors configured to execute instructions stored in the one or more memories to:
• establish a communication session via the server between a customer device and an agent device;
• receive, from the agent device, a first Dual Tone Multi-Frequency (DTMF) key sequence indicative of a rerouting request of an audio stream of the communication session;
• in response to receiving the first DTMF key sequence, transmit the rerouting request to a third-party device, the rerouting request indicating that the third-party device is to receive the audio stream from the customer device without the audio stream passing via the server and that the third-party device is to process a transaction with a user of the customer device;
• receive an indication from the third-party device that the transaction is completed;
• and
• in response to receiving the indication that the transaction is completed, transmit the audio stream to the agent device via the server without passing through the third-party device.

A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• establishing a communication session via a server device between a customer device and an agent device;
• receiving, from the agent device, a first Dual Tone Multi-Frequency (DTMF) key sequence indicative of a rerouting request of an audio stream of the communication session;
• in response to receiving the first DTMF key sequence, transmitting the rerouting request to a third-party device, the rerouting request indicating that the third-party device is to receive the audio stream from the customer device without the audio stream passing via the server device and that the third-party device is to process a transaction with a user of the customer device;
• receiving an indication from the third-party device that the transaction is completed;
• and
• in response to receiving the indication that the transaction is completed, transmitting the audio stream to the agent device via the server device without passing through the third-party device.