Transfer-connect telephony services utilizing automated audio systems
AssigneeGenesys Telecommunications 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 re-routed call and re-associated with the call.
Claims7
A system for re-routing a telephone call, including associated data, received at one of a plurality of call centers, to another of the plurality of call centers, each call center having a computer-telephony integrate d (CTI)-enhanced telephony switch connected by a telephony trunk to an intelligent telephony network, comprising:
- CTI processors running an instance of a CTI application (T-Server) coupled to each of the telephony switches at each one of a the plurality of call centers;
- a wide area network (WAN), separate from the telephony network, connecting the T-servers in each of the plurality of call centers for negotiating destinations and transferring associated data for re-routed calls;
- a Transfer-Connect facility in the telephony network for forwarding the telephone call through the network;
- wherein the plurality of T-servers interconnected on the WAN negotiate final destinations for incoming calls to be re-routed from one of the plurality of call centers to any of the other connected call centers and the Transfer-Connect facility in the telephony network forwards the re-routed call to the determined call center, and the data associated with the call is forwarded between the call centers over the WAN, and the data is re-associated with the call at the destination call center.
A method for re-routing a telephone call between a plurality of call centers having computer telephony integrated (CTI)-enhanced telephony switch connected by a telephony trunk to an intelligent telephony network, comprising steps of:
- (a) providing a Computer Telephony Integration (CTI) processor running an instance of a CTI application (T-Server) connected to the telephony switch at each one of a plurality of call centers through a wide area network (WAN);
- (b) receiving an incoming call, with associated data, at one of the plurality of call centers requiring re-routing to a new call center destination;
- (c) negotiating between the T-Servers at the call centers via the WAN a destination for the incoming call to one of the plurality of call centers for re-routing the call;
- (f) forwarding the call to the destination call center via a telephony-connect facility in the telephony network;
- (g) transferring the data associated with the call to the T-Server at the call center destination via the WAN between the T-Servers;
- and
- (h) re-associating the data with the re-routed call at the destination call center.
Dependencies are inferred from the claim text.