Method of using VOIP for callback from an ACD
AssigneeAspect Software, Inc.
InventorPrabhuram Mohan
Life of this patent
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Abstract
A method and apparatus are provided for establishing a communication connection between a client of an organization and an agent of the organization. The method includes the steps of an automatic call distributor of the organization receiving a call from the client, the automatic call distributor detecting an IM handle of the client from the call and the automatic call distributor establishing a VOIP connection between the client and agent of the organization using the IM handle.
Claims34
A method of establishing a communication connection between a client of an organization and an agent of the organization comprising:
- an automatic contact distributor of the organization receiving a call from the client;
- the automatic contact distributor detecting an IM handle of the client from the call;
- and
- the automatic contact distributor establishing a VOIP connection between the client and agent of the organization using the IM handle.
An apparatus for establishing a communication connection between a client of an organization and an agent of the organization comprising:
- means within an automatic contact distributor of the organization for receiving a call from the client;
- means within the automatic call distributor for detecting an IM handle of the client from the call;
- and
- means within the automatic call distributor for establishing a VOIP connection between the client and agent of the organization using the IM handle.
An apparatus for establishing a communication connection between a client of an organization and an agent of the organization comprising:
- a call processor within an automatic contact distributor of the organization that receives a call from the client;
- an IM handle received from the call by the call processor;
- and
- an instant message processor within the automatic call distributor for establishing a VOIP connection between the client and agent of the organization using the IM handle.
Dependencies are inferred from the claim text.