US 2014/0112463 A1Published application

Method and system to establish a call to a contact center

AssigneeIdeal Systems NV

InventorsBart Koen Victor Ghesquière, Peter Gilbert Jeanine Depoorter, Koen Jan Johanna Verhaegen, Dirk Joseph Louisa Slootmaekers

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Abstract

A method to establish a call to a contact center from a smart device includes: scanning a code with a camera or sensor of the smart device; decoding the code to obtain a reference to a call application; running the call application; decoding the code to obtain a telephone number or reference to a telephone number of the contact center and content data; initiating a telephone call to the contact center; transferring the content data and a caller identification over a data network to a remote data storage system; the contact center contacting the remote data storage system to verify presence of content data associated with the caller identification of the telephone call; and the contact center obtaining the content data and using the content data for further handling the telephone call.

Claims11

Dependent claims

A method to establish a call to a contact center from a smart device including a camera or sensor, connectivity to a telephone network, connectivity to a data network, and a processing unit configured to run applications, comprising:

scanning a code with said camera or sensor of said smart device;
decoding said code to thereby obtain a reference to a call application;
automatically running said call via said processing unit application;
decoding said code to thereby obtain a telephone number or reference to a telephone number of said contact center and content data;
initiating via said call application a telephone call via said telephone network to said telephone number of said contact center;
transferring via said call application said content data and a caller identification of said telephone call via said data network to a remote data storage system;
upon receipt of said telephone call at said contact center, contacting via said contact center said remote data storage system to verify presence of content data associated with said caller identification of said telephone call;
and
obtaining said content data from said remote data storage system via said contact center and using said content data to further handle said telephone call.

6 more elements

Dependencies are inferred from the claim text.