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Method and system for transferring calls and call-related data between a plurality of call centers

  • US 5,684,870 A
  • Filed: 09/09/1996
  • Issued: 11/04/1997
  • Est. Priority Date: 07/08/1993
  • Status: Expired due to Term
First Claim
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1. A system for transferring a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, comprising:

  • a first call distribution circuit operable to receive a call comprising a voice component, the first call distribution circuit further operable to distribute the voice component to the first voice instrument;

    a first contact control server coupled to the first call distribution circuit and operable to generate a data component related to the voice component;

    a first workstation coupled to the first contact control server and operable to receive the data component, the first workstation comprising a first set of control instructions operable to generate a transfer screen from the data component;

    a second call distribution circuit operable to receive the voice component via a first communication path from the first call distribution circuit, the second call distribution circuit further operable to distribute the voice component to the second voice instrument;

    a second contact control server operable to receive the transfer screen from the first contact control server via a second communication path;

    a second workstation coupled to the second contact control server and operable to receive the transfer screen;

    transfer initiating instructions within the first set of control instructions operable to initiate a transfer instruction to transfer the transfer screen from the first workstation to the second workstation and to transfer the voice component from the first voice instrument to the second voice instrument;

    transfer instructions within the first contact control server operable to respond to the transfer initiating instructions, the transfer instructions comprising;

    voice component directing instructions operable to transfer the voice component from the first voice instrument to the second voice instrument using the first call distribution circuit, the first communication path, and the second call distribution circuit;

    identifier generating instructions for generating an identifier operable to relate the voice component with the transfer screen and further operable to direct the identifier along with the voice component via the first communication path to the second call distribution circuit; and

    transfer screen directing instructions operable to direct the transfer screen, the identifier, and a voice connect message via the second communication path to the second contact control server; and

    receiving instructions within the second contact control server operable to receive the transfer screen and the identifier from the first contact control server, to relate the voice connect message and the transfer screen using the identifier, and to transfer the related transfer screen to the second workstation.

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