Computer and telephony integration
US8509419B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 30, 2004 |
| Grant date | Aug 13, 2013 |
| Priority date | — |
| Expiry date | Oct 28, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/38
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method is disclosed that coordinates the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or “SIP”) to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at the agent's telecommunications terminal at the same time the call arrives.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.