Transfer-connect telephony services utilizing automated audio systems
AssigneeGenesys Telecommunication Laboratories, Inc.
InventorsYuri Shtivelman, Kenneth Scott Myers
Life of this patent
Estimating the term…
Abstract
A call re-directing system associated with a call center integrates an interface on a computer station at an agent station having a telephone, a CTI-application executing on a processor connected to a telephony switch, and an DSP-controller to operate with Transfer Connect protocols for re-directing misrouted telephone calls. In a preferred embodiment, data associated with a call is transferred to the new destination of a rerouted call and re-associated with the call.
Claims12
A call re-routing system comprising:
- an agent station having a telephone connected to a telephony switch and a computer platform connected on a local area network (LAN) to a computer processor and the telephony switch, the processor running an instance of a Computer Telephony Integration (CTI) application;
- an audio facility for generating and decoding dual-tone, multi-frequency (DTMF) signals, and adapted to Transfer-Connect DTMF protocol;
- and
- a software routine executing on the agent station computer platform, providing a user interface for an agent to select rerouting destinations for received calls, and to signal the audio facility to signal dialing of selected destinations by DTMF signals.
A system for forwarding telephone calls via Transfer-Connect DTMF protocol, comprising:
- a computerized interface for enabling a user to select a forwarding destination for a telephone call;
- and
- a computerized audio generating and recognition facility responsive to the computerized interface for negotiating with a Transfer-Connect facility following instructions from the computerized interface.
A call-rerouting program for a computerized agent station in a telephony call center, comprising:
- a graphical user interface comprising selectable indicia for a user to select destinations for rerouting telephone calls;
- and
- a command facility for issuing commands to a computerized telephony switch system to generate a DTMF string according to a Transfer-Connect protocol to re-route a telephone call terminated at the computerized telephony switch.
A method for re-routing a telephone call connected at an agent's telephone at an agent station in a call center having a computer-telephony integrated (CTI)-enhanced telephony switch connected by a telephony trunk to an intelligent telephony network, comprising steps of:
- (a) selecting, via a graphical interface at a computer platform accessible to the agent station and coupled to the telephony switch through a CTI processor running an instance of a CTI application (T-Server), a new destination for the telephone call;
- (b) commanding from the computer platform generation of a DTMF command for forwarding the telephone call to the new destination via a Transfer-Connect facility;
- (c) generating by a DTMF audio generation and reception facility the DTMF command to forward the telephone call;
- and
- (d) forwarding the call via the Transfer-Connect facility in the telephony network to the new destination by the generated DTMF command.
Dependencies are inferred from the claim text.