System and methods for operating and testing real-time communications between web browsers and contact centers
US11095774B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Aug 20, 2020 |
| Grant date | Aug 17, 2021 |
| Priority date | — |
| Expiry date | Aug 20, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5191
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.