Method and apparatus for maintaining automated call transfers between service centers
First Claim
1. In a call transfer system a computer-readable storage medium for transferring a calling party communicating with a first agent at a first communication switch when said first communication switch does not support automated call transfers, the storage medium of the call transfer system comprising computer instructions for:
- receiving a call from the first agent;
selecting a second agent at a second communication switch according to a request received from the first agent;
connecting the second agent at the second communication switch with one or more of a group of parties comprising the calling party and the first agent; and
activating automated call transfers at the second communication switch.
2 Assignments
0 Petitions
Accused Products
Abstract
In a call transfer system (110) a computer program can transfer a calling party (102A) communicating with a first agent (106A) at a first communication switch when said first communication switch does not support automated call transfers. The computer program includes instructions for receiving (212) a call from the first agent, selecting (224) a second agent (106B) at a second communication switch according to a request received from the first agent, connecting (226-228) the second agent at the second communication switch with one or more of a group of parties comprising the calling party and the first agent, and activating automated call transfers at the second communication switch.
39 Citations
20 Claims
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1. In a call transfer system a computer-readable storage medium for transferring a calling party communicating with a first agent at a first communication switch when said first communication switch does not support automated call transfers, the storage medium of the call transfer system comprising computer instructions for:
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receiving a call from the first agent;
selecting a second agent at a second communication switch according to a request received from the first agent;
connecting the second agent at the second communication switch with one or more of a group of parties comprising the calling party and the first agent; and
activating automated call transfers at the second communication switch. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A call transfer system coupled to a communication network for transferring a calling party communicating with a first agent at a first communication switch when said first communication switch does not support automated call transfers, comprising:
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a memory; and
a processor coupled to the memory, wherein the processor is programmed to;
receive a call from the first agent;
select from the memory a second agent at a second communication switch according to a request received from the first agent;
connect the second agent at the second communication switch with one or more of a group of parties comprising the calling party and the first agent; and
activate automated call transfers at the second communication switch. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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20. In a service center, a method comprising the steps of:
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a first agent, receiving a call from a calling party at a first communication switch;
determining that the calling party needs to be transferred to a second agent;
determining that the first communication switch does not support an automated call transfer to the second agent;
placing the calling party on hold;
calling a call transfer system;
supplying to the call transfer system a transfer code corresponding to the second agent;
the call transfer system, receiving a call from the first agent;
selecting the second agent at a second communication switch according to the transfer code received from the first agent;
connecting the second agent at the second communication switch with one or more of a group of parties comprising the calling party and the first agent; and
activating automated call transfers at the second communication switch.
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Specification