Method and system for a scalable computer-telephony integration system
First Claim
1. A computer-implemented method of managing a call agent to call agent telephone call transfer, the method executed by one or more processors programmed to perform the method, the method comprising:
- receiving, by a first call agent located at a contact center in a computer-telephony integration system, a customer call from a customer;
receiving, via one or more processors and from each of a plurality of call agents within the computer-telephony integration system, an indication of availability of the respective call agent to communicate with users of the computer-telephony integration system;
presenting, via the one or more processors, the indications of availability and identification information for each of the plurality of call agents on a display;
presenting, via the one or more processors, a user control for searching the plurality of call agents on the display for use by the first call agent to view an indication of availability for a particular call agent of the plurality of call agents; and
transferring the customer call, via the one or more processors, from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
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Accused Products
Abstract
When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
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Citations
20 Claims
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1. A computer-implemented method of managing a call agent to call agent telephone call transfer, the method executed by one or more processors programmed to perform the method, the method comprising:
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receiving, by a first call agent located at a contact center in a computer-telephony integration system, a customer call from a customer; receiving, via one or more processors and from each of a plurality of call agents within the computer-telephony integration system, an indication of availability of the respective call agent to communicate with users of the computer-telephony integration system; presenting, via the one or more processors, the indications of availability and identification information for each of the plurality of call agents on a display; presenting, via the one or more processors, a user control for searching the plurality of call agents on the display for use by the first call agent to view an indication of availability for a particular call agent of the plurality of call agents; and transferring the customer call, via the one or more processors, from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer-telephony integration system of managing a call agent to call agent telephone call transfer, the system comprising:
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one or more processors; a database; a contact center device for a first call agent located at a contact center, wherein a customer call from a customer is received at the contact center device; a non-transitory computer-readable memory communicatively coupled to the one or more processors, the contact center device, the communication network, and the database, and storing thereon instructions that, when executed by the one or more processors, cause the system to; receive, via the communication network and from each of a plurality of call agents within the computer-telephony integration system, an indication of availability of the respective call agent to communicate with users of the computer-telephony integration system; present, via the communication network, the indications of availability and identification information for each of the plurality of call agents on a display; present, via the communication network, a user control for searching the plurality of call agents on the display for use by the first call agent to view an indication of availability for a particular call agent of the plurality of call agents; and transfer the customer call, via the communication network, from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification