Service control point functionality implemented at communication endpoints
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorVyacheslav Zhakov
Life of this patent
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Abstract
A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.
Claims17
A system for establishing voice communication between a communications device and a contact center, the system comprising:
- a processor of the communications device;
- and
- a memory of the communications device, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
- identify a communication attempt to a first communication destination of a business;
- transmit data to a server over a data link relating to the communication attempt;
- receive destination information from the server for a second communication destination of the business to initiate voice communication to the second communication destination in response to the transmitted data;
- and
- automatically initiate voice communication to the second communication destination instead of the first communication destination, based on the received destination information.
A method for establishing voice communication between a communications device and a contact center, the method comprising:
- identifying a communication attempt to a first communication destination of a business;
- transmitting data to a server over a data link relating to the communication attempt;
- receiving destination information from the server for a second communication destination of the business to initiate voice communication to the second communication destination in response to the transmitted data;
- and
- automatically initiating voice communication to the second communication destination instead of the first communication destination, based on the received destination information.
Dependencies are inferred from the claim text.