Method and system for a scalable computer-telephony integration system
US9794414B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 13, 2017 |
| Grant date | Oct 17, 2017 |
| Priority date | — |
| Expiry date | Jan 13, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6018
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be transferred from a first call agent to a second call agent without transferring the customer call information. Then the second call agent may use the call key to retrieve the customer call information and/or the customer call information may be presented on a display for use by the second call agent during the call. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.