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US 2015/0312412 A1Published application
Method and apparatus for providing communication interaction visibility
AssigneeIOCANN Limited
InventorsAnthony Cahill, Colm Keating
Life of this patent
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Abstract
A method for providing communication interaction visibility includes detecting an incoming voice call communication to a communication system, determining an identifier of a caller initiating the voice call communication, retrieving a communication history related to the identifier from a messaging gateway, and providing the communication history to an agent terminal of the communication system.
Claims15
A method for providing communication interaction visibility, comprising:
- detecting an incoming voice call communication to a communication system;
- determining an identifier of a caller initiating the voice call communication;
- retrieving a communication history related to the identifier from a messaging gateway;
- and
- providing the communication history to an agent terminal of the communication system.
2 more elements
A communication system for providing communication interaction visibility, comprising:
- a contact center system for detecting an incoming voice call communication;
- and
- a communication sharing module that is configured to:
- determine an identifier of a caller initiating the voice call communication;
- retrieve a communication history related to the identifier from a messaging gateway;
- and
- provide the communication history related to the identifier to an agent terminal.
4 more elements
Dependencies are inferred from the claim text.