Third-party call control over secure duplex communication channel
US9712674B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 5, 2015 |
| Grant date | Jul 18, 2017 |
| Priority date | — |
| Expiry date | Sep 15, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/609
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.