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System and method for dynamically selecting a dial plan

  • US 10,154,143 B2
  • Filed: 10/31/2013
  • Issued: 12/11/2018
  • Est. Priority Date: 03/15/2013
  • Status: Active Grant
First Claim
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1. A method for dynamically selecting a dial plan in a hybrid operations environment comprising:

  • detecting, by a processor, a new outgoing telephony call initiated through an agent communication device by a contact center agent in a first operations environment;

    automatically identifying, by the processor, an outgoing call state of the contact center agent for the new outgoing telephony call initiated through the agent communication device by the contact center agent in the first operations environment, the outgoing call state indicating whether or not the new outgoing telephony call is a private call, for the new outgoing telephony call, wherein the outgoing call state is determined without the agent entering express digits into a telephony device;

    automatically identifying, by the processor, context relating to the telephony call;

    selecting, by the processor, a dial plan for the new outgoing telephony call based on the determined outgoing call state and identified context, the dial plan identifying a predetermined sequence of digits to be dialed for accessing one or more corresponding networks; and

    transmitting a message, by the processor, to a switch for routing the new outgoing telephony call based on the selected dial plan.

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