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US 2007/0286180 A1Published application
Converged call center
AssigneeSandCherry, Inc.
InventorsBrian Marquette, Michael Clark, Charles Corfield, Christopher Kramp
Life of this patent
Estimating the term…
Abstract
A converged call center is provided. The converged call center provides a switch connectable to a customer through a telephone network. The switch connects to a converged container comprising a plurality of applications necessary for the call center functionality. The converged container is connected to a voice platform to facilitate communication between the applications, the customer, and a customer service representative.
Claims18
A converged call center comprising:
- a switch connectable to a telephony network to receive calls from a customer;
- a converged container within an application server which supports call control signaling and hyper text transfer protocol (HTTP) coupled to the switch establishing a call control communication path between the switch and the converged container, wherein the call converged container contains at least one application;
- a voice platform, the voice platform coupled to the switch to receive an audio signal from the switch, the voice platform coupled to the converged container;
- and
- a customer service representative (CSR) workstation, the CSR workstation including a handset coupled to the switch to receive the audio signal from the switch and a control processor coupled to the voice platform and the converged container to receive application data from the at least one application and call control data from the converged container and application control from the voice platform.
2 more elements
A method for processing a customer call at a converged call center comprising the steps of:
- receiving a telephony call from a customer at a switch;
- transmitting a call control invite to a converged container,
- accepting the call control invite at the converged container by returning a call control acceptance to the switch;
- initiating a call session;
- retrieving customer data from an application in the converged container;
- identifying a customer service representative (CSR) to accept the received telephony call from the customer;
- providing an audio path from the customer to the CSR;
- displaying customer data from the application in the converged container on the CSR monitor;
- responding to the customer request;
- and
- terminating the call session.
8 more elements
Dependencies are inferred from the claim text.