Softphone
First Claim
Patent Images
1. A system to allow remote agent call centers, the system comprising:
- an agent workstation;
a softphone;
a telephony switch;
an IVR server;
an agent telephone; and
an agent bridge, wherein the agent workstation to connect to the softphone, the softphone to connect to the telephony switch, the agent telephone to connect to the agent bridge, and the agent bridge to connect to the softphone, the telephony switch, and the agent telephone, such that the IVR server transfers the agent telephone to the agent bridge, such that when an incoming call is received at the telephony switch, the telephone switch can connect the incoming call to the agent using the agent bridge and when the incoming call is disconnected, the connection to the agent telephone is maintained.
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Accused Products
Abstract
A remote agent call center is functional by providing a softphone and agent bridge that allows maintaining an open telephone line to the agent'"'"'s phone with or without an incoming call being connected. Incoming calls are merged into the agent bridge to allow the agent to conference with the incoming call. The softphone provides call control to allow the agent to transfer, terminate, hold, record, or the like the active call.
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Citations
31 Claims
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1. A system to allow remote agent call centers, the system comprising:
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an agent workstation;
a softphone;
a telephony switch;
an IVR server;
an agent telephone; and
an agent bridge, wherein the agent workstation to connect to the softphone, the softphone to connect to the telephony switch, the agent telephone to connect to the agent bridge, and the agent bridge to connect to the softphone, the telephony switch, and the agent telephone, such that the IVR server transfers the agent telephone to the agent bridge, such that when an incoming call is received at the telephony switch, the telephone switch can connect the incoming call to the agent using the agent bridge and when the incoming call is disconnected, the connection to the agent telephone is maintained. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method of providing remote agents, the method performed in part on a processor comprising the steps of:
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maintaining an active voice communication link between an agent bridge and an agent phone;
transferring an incoming call to the telephony switch to connect the agent phone and the incoming call to establish an active call;
controlling the active call;
disconnecting the active call when the active call is disposed such that the active voice communication link between the agent bridge and the agent phone is maintained; and
repeating the transferring, controlling, and disconnecting steps until the active voice communication link is terminated. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25)
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26. A computer program product comprising:
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a computer usable medium having computer readable code embodied therein for controlling an active voice communication link between an agent bridge and an agent phone, the computer usable medium comprising;
a bridge module configured to maintain an active voice communication link to a phone of an agent;
a merging module configured to merge an incoming call to the active voice communication link to establish an active call;
a call control module configured to provide call control for the active call; and
a disconnecting module configure to disconnect the incoming call from the active call and maintaining the active voice communication link. - View Dependent Claims (27, 28, 29, 30, 31)
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Specification