Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints
First Claim
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1. A process, comprising:
- providing a telephony module having discrete first and second modes for a given contact, the second mode enabling voice-only communications and the first mode enabling a communication media other than voice;
determining, by a computer-executable contact type identification module, a corresponding media type for a first incoming contact, wherein determining the corresponding media type is based on at least one of;
enquiring a calling device;
measuring the first incoming contact for a characteristic of a handshake; and
measuring the first incoming contact for a carrier tone of the calling device;
selecting, by a computer-executable mode controller and based on the determined corresponding media type, one of the first and second modes;
causing, by the computer-executable mode controller, the telephony module to switch to the selected one of the first and second modes;
selecting, by the computer-executable mode controller and based on the determined corresponding media type, at least one of a media support module executing on a computer station of a contact center agent and an auxiliary telecommunication device associated with the contact center agent; and
wherein the at least one of a media support module and the auxiliary telecommunication device comprises a plurality of telecommunication devices for the deaf, wherein each of the plurality of telecommunication devices for the deaf corresponds to a different teletypewriter protocol, and wherein each of the teletypewriter protocols corresponds to a different media type.
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Abstract
The present disclosure is directed, in some embodiments, to automatic switching of a telephony module between different operational modes in response to the identification of different types of incoming contacts.
421 Citations
18 Claims
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1. A process, comprising:
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providing a telephony module having discrete first and second modes for a given contact, the second mode enabling voice-only communications and the first mode enabling a communication media other than voice; determining, by a computer-executable contact type identification module, a corresponding media type for a first incoming contact, wherein determining the corresponding media type is based on at least one of; enquiring a calling device; measuring the first incoming contact for a characteristic of a handshake; and measuring the first incoming contact for a carrier tone of the calling device; selecting, by a computer-executable mode controller and based on the determined corresponding media type, one of the first and second modes; causing, by the computer-executable mode controller, the telephony module to switch to the selected one of the first and second modes; selecting, by the computer-executable mode controller and based on the determined corresponding media type, at least one of a media support module executing on a computer station of a contact center agent and an auxiliary telecommunication device associated with the contact center agent; and wherein the at least one of a media support module and the auxiliary telecommunication device comprises a plurality of telecommunication devices for the deaf, wherein each of the plurality of telecommunication devices for the deaf corresponds to a different teletypewriter protocol, and wherein each of the teletypewriter protocols corresponds to a different media type. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A machine, comprising:
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a telephony module having discrete first and second modes for a given contact, the second mode enabling voice-only communications and the first mode enabling a communication media other than voice; a computer-executable contact type identification module operable to determine a corresponding media type for a first incoming contact, wherein determining the corresponding media type is based on at least one of; enquiring a calling device; measuring the first incoming contact for a characteristic of a handshake; and measuring the first incoming contact for a carrier tone of the calling device; a computer-executable mode controller operable to select, based on the determined corresponding media type, one of the first and second modes and cause the telephony module to switch to the selected one of the first and second modes and select, based on the determined corresponding media type, at least one of a media support module executing on a computer station of a contact center agent and an auxiliary telecommunication device associated with the contact center agent; and the at least one of the media support module executing on the computer station of the contact center agent and the auxiliary telecommunication device comprising a plurality of telecommunication devices for the deaf, wherein each of the plurality of telecommunication devices for the deaf corresponds to a different teletypewriter protocol, and wherein each of the teletypewriter protocols corresponds to a different media type. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A process, comprising:
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providing a plurality of communication devices, each of the plurality of communication devices having a corresponding electronic address and a different set of media requirements; determining, by a computer-executable contact type identification module, a corresponding media type for a first incoming contact, wherein determining the corresponding media type is based on at least one of; enquiring a calling device; measuring the first incoming contact for a characteristic of a handshake; and measuring the first incoming contact for a carrier tone of the calling device; determining, by a computer-executable controller and based on the determined corresponding media type, an electronic address of one of the plurality of communication devices compatible with the determined corresponding media type; and causing, by the computer-executable controller, the incoming call to be directed to the determined electronic address, wherein the determined electronic address is for a communication device that comprises a plurality of telecommunication devices for the deaf, wherein each of the plurality of telecommunication devices for the deaf corresponds to a different teletypewriter protocol, and wherein each of the teletypewriter protocols corresponds to a different media type. - View Dependent Claims (18)
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Specification