Matching routed call to agent workstation
First Claim
1. A method for matching a routed call to an agent workstation, the method comprising:
- entering, by an agent at an agent station, an agent ID when the agent answers a routed call, the routed call being associated with the agent ID;
detecting, by a telephony server, DTMF tones resulted from the agent ID entered by the agent, the DTMF tones encoding the agent ID;
sending, by the telephony server, the agent ID decoded from the DTMF tones to a browser server; and
matching, by the browser server, the agent ID, associated with the routed call, with a corresponding workstation that is represented by the agent ID.
2 Assignments
0 Petitions
Accused Products
Abstract
An arrangement is provided for matching a routed call to an agent workstation. An agent working at an agent station of a call center enters an agent ID when the agent answers a routed call. The routed call is therefore associated with the agent ID. The agent ID is encoded into DTMF tones which is detected by a telephony server so that the encoded agent ID can be extracted. The extracted agent ID is then sent to a browser server. The agent ID is then used by the browser server to identify a workstation that is represented by the same agent ID by matching the received agent ID with the workstation.
-
Citations
24 Claims
-
1. A method for matching a routed call to an agent workstation, the method comprising:
-
entering, by an agent at an agent station, an agent ID when the agent answers a routed call, the routed call being associated with the agent ID;
detecting, by a telephony server, DTMF tones resulted from the agent ID entered by the agent, the DTMF tones encoding the agent ID;
sending, by the telephony server, the agent ID decoded from the DTMF tones to a browser server; and
matching, by the browser server, the agent ID, associated with the routed call, with a corresponding workstation that is represented by the agent ID. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A system for matching routed call to agent workstation, the system comprising:
-
a browser server;
an agent station wherein the agent station including a workstation and a call station, the workstation being used by an agent to log into the browser server using an agent ID and the call station being used by the agent to answer a routed call;
a device used by a user, the user connecting to the browser server to access data content via the device; and
a telephony server connecting to the browser server and the device, the telephony server receiving a request for a call-back issued by the user r, detecting an agent ID entered by the agent when the agent answers the routed call to initiate the call-back, sending the agent ID to the browser server, and bridging the call-back. - View Dependent Claims (11, 12, 13, 14, 15, 17, 19)
-
-
16. A system for a telephony server, the system comprising:
-
a receiver for receiving a request from a user for a call-back;
a dialer for placing a call to the call center based on the request;
a detector for detecting DTMF tones generated from a DTMF key entered by an agent at an agent station, the DTMF key representing the agent ID of the agent and DTMF tones encoding the agent ID;
a transmitter for sending the agent ID, decoded from DTMF tones, to the browser server; and
a phone call bridge for placing and bridging the call-back between the agent and the user.
-
-
18. A system for a browser server, the system comprising:
-
a login mechanism for a logging in session, wherein the loggin in session corresponding to an ID;
a receiver for receiving an ID from a telephony server;
a matcher for matching the ID corresponding to a logging in session and the ID received from the telephony server by the receiver;
a co-browsing mechanism; and
a web server.
-
-
20. A computer readable medium having program code stored thereon such that when the code is read and executed by a computer, the computer is caused to:
-
detect, by a telephony server, DTMF tones resulted from an agent ID entered by an agent when the agent answers a routed call, the DTMF tones encoding the agent ID, the routed call being associated with the agent ID;
send, by the telephony server, the agent ID decoded from the DTMF tones to a browser server; and
match, by the browser server, the agent ID, associated with the routed call, with a corresponding workstation that is represented by the agent ID. - View Dependent Claims (21, 22, 23, 24)
-
Specification