System and method for IVR transfer of an inbound call

• US 20060109974A1
• Filed: 11/23/2004
• Published: 05/25/2006
• Est. Priority Date: 11/23/2004
• Status: Abandoned Application

• Current Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Sams, Bobby, Paden, Jonathan, Harris, Jon, Dent, Paul L.
• Application Number:
  US10/996,127
• Publication Number:
  US 20060109974A1
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

In a method and system for transferring an inbound call received by a first agent, input information describing agent authentication and call destination is received from the first agent. The first agent is directed to conference in the inbound call in response to receiving the input information. A first sequence of tone signals is generated in response to the conference. After placing the inbound call on hold, a ‘wait for digits’ signal identifying a carrier servicing the inbound call is detected. A carrier dependent transfer sequence is selected for transferring the inbound call from the first agent to a second agent preferably without the inbound call being hair pinned through the first agent.

Claims

1. A method of transferring an inbound call, the method comprising:

receiving input information from a first agent that receives the inbound call, wherein the input information identifies a destination for the inbound call;

directing the first agent to conference in the inbound call;

generating a first sequence of tone signals in response to the conference;

placing the inbound call on hold in response to the first sequence;

detecting a ‘

wait for digits’

signal, wherein the ‘

wait for digits’

signal identifies carrier information associated with the inbound call; and

selecting a transfer sequence for the inbound call in response to the carrier information.

2. In the method of claim 1, wherein the transfer sequence comprises:

generating a second sequence of tone signals responsive to the ‘

wait for digits’

signal, wherein the second sequence is indicative of the destination for transferring the inbound call to a second agent without the inbound call being hair pinned through the first agent.

3. In the method of claim 1, wherein the transfer sequence comprises:

transferring the inbound call to a second agent by direct transfer in response to an absence of the ‘

wait for digits’

signal, wherein the direct transfer results in the inbound call being hair pinned through the first agent.

4. In the method of claim 2, further comprising:

receiving corresponding input information from the second agent, wherein the input information from the second agent describes another destination for the inbound call.

5. In the method of claim 4, wherein a third sequence of tone signals is generated in response to a ‘

wait for digits’

signal, wherein the third sequence is indicative of the another destination for transferring the inbound call to a third agent.

6. The method of claim 2, wherein the second sequence of tone signals are dual tone multifrequency (DTMF) signals corresponding to a predefined touch tone sequence unique to the second agent.

7. In the method of claim 1, wherein the input information includes a unique personal identifier for the first agent.

8. In the method of claim 1, wherein the input information is received as a voice signal.

9. In the method of claim 1, wherein the input information is received as a dual tone multifrequency (DTMF) signal.

10. The method of claim 1, wherein the first sequence of tone signals are dual tone multifrequency (DTMF) signals corresponding to a ‘

*8’

touch tone sequence.

11. The method of claim 10, wherein the inbound call supports the ‘

*8’

sequence and a dial-out call placed by the first agent to provide the input information does not support the ‘

*8’

sequence.

12. A transfer assist interactive voice response (TAIVR) system for transferring an inbound call, the system comprising:

a voice component operable to interact with a first agent receiving the inbound call, wherein the voice component receives input information from the first agent and generates at least one output directing the first agent to conference in the inbound call; and

a switching component operable to detect a carrier servicing the inbound call and to select a transfer sequence for transferring the inbound call in response to the detected carrier.

13. The system of claim 12, wherein the transfer sequence is selected based on a destination for the inbound call, the destination being included in the input information.

14. The system of claim 12, wherein the switching component comprises:

a tone generator component operable to generate a first sequence of tone signals and a second sequence of tone signals;

a tone receiver component operable to receive a ‘

wait for digits’

signal identifying the carrier; and

a call servicing component operable to service the inbound call.

15. The system of claim 14, wherein the service includes holding and conferencing in the inbound call, wherein the second sequence is generated in response to the ‘

wait for digits,’

wherein the second sequence is indicative of a destination for the inbound call, and wherein the inbound call is transferred to the second agent without the inbound call being hair pinned through the first agent.

16. The system of claim 14, wherein the second sequence transfers the inbound call to a second agent by direct transfer and, wherein the direct transfer results in the inbound call being hair pinned through the first agent.

17. The system of claim 14, wherein the first sequence of tone signals are dual tone multifrequency (DTMF) signals corresponding to a ‘

*8’

touch tone sequence.

18. The system of claim 15, wherein the tone generator is operable to generate a third sequence of tone signals for transferring the inbound call from the second agent to a third agent.

19. The system of claim 15, wherein the second sequence of tone signals are dual tone multifrequency (DTMF) signals corresponding to a predefined touch tone sequence that is unique to the second agent.

20. The system of claim 12, wherein the input information includes a unique personal identifier for the first agent.

21. The system of claim 12, wherein the input information is received as a dual tone multifrequency (DTMF) signal.

23. The program product of claim 20, wherein the computer readable medium includes recordable media.

22. A program product stored on a computer readable medium for controlling transfer of an inbound call, the program product comprising:

a voice program operable to interact with a first agent receiving the inbound call, wherein the voice program receives input information from the first agent and generates at least one output directing the first agent to conference in the inbound call; and

a switching program operable to detect a carrier servicing the inbound call and to select a transfer sequence for transferring the inbound call based on the detected carrier.

24. A telecommunication system comprising:

a first and second adjunct node included in an interactive voice response (IVR) system for receiving a plurality of inbound calls, wherein the first adjunct node is operable to receive a first inbound call serviced by a first carrier having a first call transfer sequence, wherein the IVR selectively directs the first inbound call to one of a plurality of agents, wherein the second adjunct node is operable to receive a second inbound call having a second call transfer sequence that is different than the first call transfer sequence; and

a transfer assist interactive voice response (TAIVR) system accessible by the plurality of agents, wherein one of the plurality of agents accesses the TAIVR by placing the second inbound call, wherein the TAIVR is operable to detect an identity of the first carrier and select the first call transfer sequence for transferring the first inbound call from the one of the plurality of agents to a different agent in response to the identity of the first carrier.

25. In the system of claim 24, wherein the first transfer sequence includes the TAIVR selecting a transfer of the first inbound call to the different agent without the first inbound call being hair pinned through the one of the plurality of agents.

26. In the system of claim 24, wherein the TAIVR selects a transfer of the first inbound call to the different agent by direct transfer with the first inbound call being hair pinned through the one of the plurality of agents in response to an absence of the first carrier.