Call transfers for web-delivered calls

• US 10,055,742 B2
• Filed: 05/15/2013
• Issued: 08/21/2018
• Est. Priority Date: 05/15/2013
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Phelps, David E., Badger, Brian S.
• Primary Examiner(s): Whitaker, Andrew B
• Application Number:
  US13/894,832
• Publication Number:
  US 20140344169A1
• Time in Patent Office: 1,924 Days
• Field of Search: 705304
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

Claims

1. A method comprising:

receiving, by a computer device, a control actions application programming interface (API) from a Web Real-Time Communication backend device configured to provide control actions for Web Real-Time Communication calls to a contact center services system, wherein the Web Real-Time Communication backend device and the contact center services system are located in a private network;

providing, by the computer device, a first agent interface to a first contact center agent device handling a Web Real-Time Communication call, wherein the first agent interface includes a transfer call selection object;

receiving, by the computer device, a transfer request from the first contact center agent device via the transfer call selection object, wherein the transfer request includes a Uniform Resource Identifier (URI) associated with the Web Real-Time Communication call;

sending, by the computer device, an instruction using the received control actions API, to the Web Real-Time Communication backend device, to transfer the Web Real-Time Communication call to a second contact center agent device, wherein the instruction includes the URI and is sent via a Web Real-Time Communication access device configured to communicate with the Web Real-Time Communication backend device, and wherein the computer device is located outside the private network;

forwarding, by the Web Real-Time Communication backend device, the instruction to the contact center services system;

connecting, by the contact center services system, the Web Real-Time Communication call to the second contact center agent device using a Web Real-Time Communication Application Programming Interface (API), a Voice over Internet Protocol (VoIP) connection, or a Time Division Multiplexing (TDM) connection, in response to receiving the instruction and based on the URI;

receiving, by the computer device, from the contact center services system and via the Web Real-Time Communication backend device, an indication that a connection has been made with the second contact center agent device, wherein the indication includes the URI associated with the Web Real-Time Communication call; and

providing, by the computer device, a second agent interface to the second contact center agent device, in response to receiving the indication that the connection has been made with the second contact center agent device.

2. The method of claim 1, wherein the first agent interface includes one or more of:

information relating to a caller associated with the Web Real-Time Communication call;

information relating to a reason for the Web Real-Time Communication call;

information relating to statistics associated with the Web Real-Time Communication call;

or

information relating to transfer options available to a first contact center agent associated with the first contact center agent device.

3. The method of claim 2, wherein the transfer options available to the first contact center agent include:

an option to select a type of transfer;

an option to select a type of contact center agent;

or

an option to select a particular contact center agent.

4. The method of claim 1, wherein the transfer request includes one or more of:

call context information associated with the Web Real-Time Communication call;

information identifying a first contact center agent associated with the first contact center agent device;

information identifying a second contact center agent associated with the second contact center agent device;

information identifying a type of agent being requested;

information identifying a transfer type associated with the transfer request;

or

information identifying an endpoint type associated with the second contact center agent device.

5. The method of claim 1, wherein the first contact center agent device is communicating with the contact center services system via a first Web Real-Time Communication connection and wherein the second contact center agent device is communicating with the contact center services system via a second Web Real-Time Communication connection.

6. The method of claim 1, wherein the first contact center agent device is communicating with the contact center services system via a Web Real-Time Communication connection and wherein the second contact center agent device is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection.

7. The method of claim 1, wherein the first contact center agent device is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection and wherein the second contact center agent device is communicating with the contact center services system via a Web Real-Time Communication connection.

8. A system comprising:

a first processor configured to;

receive a control actions application programming interface (API) from a Web Real-Time Communication backend device configured to provide control actions for Web Real-Time Communication calls to a contact center services system, wherein the Web Real-Time Communication backend device and the contact center services system are located in a private network;

provide a first agent interface to a first contact center agent device handling a Web Real-Time Communication call, wherein the first agent interface includes a transfer call selection object;

receive a transfer request from the first contact center agent device via the transfer call selection object, wherein the transfer request includes a Uniform Resource Identifier (URI) associated with the Web Real-Time Communication call;

send an instruction using the received control actions API, to the Web Real-Time Communication backend device, to transfer the Web Real-Time Communication call to a second contact center agent device, wherein the instruction includes the URI and is sent via a Web Real-Time Communication access device configured to communicate with the Web Real-Time Communication backend device, and wherein the computer device is located outside the private network;

receive, from the contact center services system and via the Web Real-Time Communication access device, an indication that a connection has been made with the second contact center agent device, wherein the indication includes the URI associated with the Web Real-Time Communication call; and

provide a second agent interface to the second contact center agent device, in response to receiving the indication that the connection has been made with the second contact center agent device;

a second processor, associated with the Web Real-Time Communication backend device, configured to;

forward the instruction to the contact center services system; and

a third processor, associated with the contact center services system, configured to;

connect the Web Real-Time Communication call to the second contact center agent device using a Web Real-Time Communication Application Programming Interface (API), a Voice over Internet Protocol (VoIP) connection, or a Time Division Multiplexing (TDM) connection, in response to receiving the instruction and based on the URI.

9. The system of claim 8, wherein the first agent interface includes one or more of:

information relating to a caller associated with the Web Real-Time Communication call;

information relating to a reason for the Web Real-Time Communication call;

information relating to statistics associated with the Web Real-Time Communication call;

or

information relating to transfer options available to a first contact center agent associated with the first contact center agent device.

10. The system of claim 8, wherein the transfer request includes one or more of:

call context information associated with the Web Real-Time Communication call;

information identifying a first contact center agent associated with the first contact center agent device;

information identifying a second contact center agent associated with the second contact center agent device;

information identifying a type of agent being requested;

information identifying a transfer type associated with the transfer request;

or

information identifying an endpoint type associated with the second contact center agent device.

11. The system of claim 8, wherein the first contact center agent device is communicating with the contact center services system via a first Web Real-Time Communication connection and wherein the second contact center agent device is communicating with the contact center services system via a second Web Real-Time Communication connection.

12. The system of claim 8, wherein the first contact center agent device is communicating with the contact center services system via a Web Real-Time Communication connection and wherein the second contact center agent device is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection.

13. The system of claim 8, wherein the first contact center agent device is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection and wherein the second contact center agent device is communicating with the contact center services system via a Web Real-Time Communication connection.

14. A system comprising:

a contact center services system, located in a private network, configured to;

connect a Web Real-Time Communication call to a first contact center agent device;

a Web Real-Time Communication backend device, located in the private network, configured to;

provide control actions for Web Real-Time Communication calls to the contact center services system;

a Web Real-Time Communication access device configured to;

communicate with the Web Real-Time Communication backend system; and

a web site hosting device, located outside the private network, configured to;

receive a control actions application programming interface (API) from the Web Real-Time Communication backend device;

provide a first interface to the first contact center agent device, wherein the first interface includes a transfer call selection object;

receive a transfer request from the first contact center agent device via the transfer call selection object, wherein the transfer request includes a Uniform Resource Identifier (URI) associated with the Web Real-Time Communication call; and

send an instruction using the received control actions API, wherein the instruction includes the URI, to the Web Real-Time Communication backend device via the Web Real-Time Communication access device, to transfer the Web Real-Time Communication call to a second contact center agent device, in response to receiving the transfer request;

wherein the Web Real-Time Communication backend device is configured to;

forward the instruction to the contact center services system;

wherein the contact center services system is further configured to;

connect the Web Real-Time Communication call with the second contact center agent device using a Web Real-Time Communication Application Programming Interface (API), a Voice over Internet Protocol (VoIP) connection, or a Time Division Multiplexing (TDM) connection, in response to the received instruction and based on the URI; and

provide, to the web site hosting device and via the Web Real-Time Communication access device and the Web Real-Time Communication backend device, an indication that the connection with the second contact center agent device has been made; and

wherein the web site hosting device is further configured to;

provide a second interface to the second contact center agent device, in response to receiving the indication that the connection has been made with the second contact center agent device.

15. The system of claim 14, wherein the Web Real-Time Communication access device is further configured to:

forward the received instruction to the contact center services system via the Web Real-Time Communication backend system located in the private network.

16. The system of claim 14, wherein the Web Real-Time Communication backend device is configured to:

receive the indication, that the connection with the second contact center agent device has been made, from the contact center services system; and

forward the received indication to the Web Real-Time Communication access device.

17. The system of claim 14, wherein the first interface includes one or more of:

information relating to a caller associated with the Web Real-Time Communication call;

information relating to a reason for the Web Real-Time Communication call;

information relating to statistics associated with the Web Real-Time Communication call;

or

information relating to transfer options available to a first contact center agent associated with the first contact center agent device.

18. The system of claim 14, wherein the transfer request includes one or more of:

call context information associated with the Web Real-Time Communication call;

information identifying a first contact center agent associated with the first contact center agent device;

information identifying a second contact center agent associated with the second contact center agent device;

information identifying a type of agent being requested;

information identifying a transfer type associated with the transfer request;

or

information identifying an endpoint type associated with the second contact center agent device.