Methods to route, to address and to receive a communication in a contact center, caller endpoint, communication server, document server for these methods
US8867554B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 1, 2009 |
| Grant date | Oct 21, 2014 |
| Priority date | — |
| Expiry date | Dec 22, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5231
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Click-to-dial function whereby the URL sent to the contact center is appended with additional information used within the contact center (ACD) for routing. Function is known under the terms such as: extended URL, URL Encoding, Percent-encoding and the query string (part of a URL that contains data to be passed to web applications such as CGI programs). The method to route a communication from a caller to a specific endpoint in a contact center comprises the routing (124) of the communication from an entry point of the contact center routing parameter contained in a hypertext link selected by a caller on his endpoint, this contact center routing parameter being irrelevant for routing the communication over Internet. Relates to use of RFC 3986 in call center environment.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.