Peer to peer contact center
US8929533B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 27, 2006 |
| Grant date | Jan 6, 2015 |
| Priority date | — |
| Expiry date | Nov 1, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/0063
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.