Call flow modification based on un-anchored agent input
US12401748B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 7, 2023 |
| Grant date | Aug 26, 2025 |
| Priority date | — |
| Expiry date | Apr 5, 2044 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/58
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A communication session is initiated via a server device between a customer device and an agent device. A Dual Tone Multi-Frequency (DTMF) key sequence is indicative of a rerouting request of an audio stream of the communication session is received from the agent device. In response to receiving the first DTMF key sequence, the server device transmits the rerouting request to a third-party device. The rerouting request indicates that the third-party device is to receive the audio stream from the customer device without the audio stream passing via the server device and that the third-party device is to process a transaction with a user of the customer device. An indication is then received from the third-party device that the transaction is completed. In response to receiving the indication, the audio stream is transmitted to the agent device via the server device without passing through the third-party device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.