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Method and system for a scalable computer-telephony integration system

  • US 9,794,414 B1
  • Filed: 01/13/2017
  • Issued: 10/17/2017
  • Est. Priority Date: 03/25/2015
  • Status: Active Grant
First Claim
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1. A computer-implemented method of managing a call agent to call agent telephone call transfer, the method executed by one or more processors programmed to perform the method, the method comprising:

  • receiving, by a second call agent located at a contact center from a first call agent located at the contact center in a computer-telephony integration system, a customer call from a customer and a customer call key stored in a database as a reference to customer call information for responding to the customer call, wherein the customer call key is transferred to the second call agent without transferring the customer call information;

    using the customer call key to retrieve, via one or more processors, the customer information associated with the customer call key from the database; and

    presenting, via the one or more processors, the customer call information on a display for use by the second call agent during the customer call with the customer to facilitate alleviating electronically transferring sensitive information between call agents and to reduce an amount of data electronically transferred between call agents during telephone call transfers.

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