Method and apparatus for processing web calls in a web call center
First Claim
1. A method of operating a call server for routing voice calls to a plurality of call center resources in a call center the method comprising:
- receiving a voice call originating from a user device including a cookie;
processing the cookie from the user device to select a first call center resource;
generating a routing instruction indicating a first route for the voice call originating from the user device to the first call center resource; and
transferring the routing instruction to be used when routing the voice call from the user device to the first call center resource over which voice communications will be exchanged.
5 Assignments
0 Petitions
Accused Products
Abstract
A web call server provides call processing for web calls. The call processing for web calls comprises routing, queuing, and/or provision of web service applications. For routing, the web call server receives a call request message. In response to receiving the call request message, the web call server identifies a web call center resource. The web call server then generates and transmits a routing instruction to route the web call to the web call center resource. For queuing, the web call server receives a call request message for a web call. The web call server then determines whether any web call center resource is available to handle the web call in response to receiving the call request message. The web call server then transfers a web call indicator to a web call queue in response to the determination that all web call center resources are unavailable. For web service applications, the web call server receives a call request message for the web call. The web call server then identifies the web service application for the web call. After identifying the web service application, the web call server generates and transmits an instruction to provide the web service application to the web call.
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Citations
20 Claims
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1. A method of operating a call server for routing voice calls to a plurality of call center resources in a call center the method comprising:
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receiving a voice call originating from a user device including a cookie; processing the cookie from the user device to select a first call center resource; generating a routing instruction indicating a first route for the voice call originating from the user device to the first call center resource; and transferring the routing instruction to be used when routing the voice call from the user device to the first call center resource over which voice communications will be exchanged. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A communication system for routing voice calls, the communication system comprising:
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a plurality of call center resources for handling the voice calls; and a call center server configured to receive a voice call originating from a user device and including a cookie, process the cookie from the user device to select a first call center resource, generate a routing instruction indicating a route for the voice call from the user device to the first call center resource, and transfer the routing instruction to be used when routing the voice call from the user device to the to the first call center over which voice communications will be exchanged. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification