Method and system for a scalable computer-telephony integration system
First Claim
1. A computer-implemented method for enabling a call agent to login to one or more call agent profiles within a computer-telephony integration (CTI) system, the method executed by one or more processors programmed to perform the method, the method comprising:
- for each of a plurality of call agents, receiving, via one or more processors in a CTI system, identification information for enabling the respective call agent to login to a call agent profile of a plurality of call agent profiles via a server from a plurality of servers and an associated indication of the server for enabling the respective call agent to login to the call agent profile;
receiving, via the one or more processors, the identification information from a call agent of the plurality of call agents;
determining, via the one or more processors, that the identification information from the call agent corresponds to one of the plurality of call agent profiles;
retrieving, via the one or more processors, the indication of the server associated with the call agent profile; and
establishing, via the one or more processors, a communication link between a contact center device for the call agent and the associated server for enabling the call agent to access the call agent profile to dynamically route call agents to servers corresponding to received identification information for the call agents.
1 Assignment
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Accused Products
Abstract
Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
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Citations
20 Claims
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1. A computer-implemented method for enabling a call agent to login to one or more call agent profiles within a computer-telephony integration (CTI) system, the method executed by one or more processors programmed to perform the method, the method comprising:
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for each of a plurality of call agents, receiving, via one or more processors in a CTI system, identification information for enabling the respective call agent to login to a call agent profile of a plurality of call agent profiles via a server from a plurality of servers and an associated indication of the server for enabling the respective call agent to login to the call agent profile; receiving, via the one or more processors, the identification information from a call agent of the plurality of call agents; determining, via the one or more processors, that the identification information from the call agent corresponds to one of the plurality of call agent profiles; retrieving, via the one or more processors, the indication of the server associated with the call agent profile; and establishing, via the one or more processors, a communication link between a contact center device for the call agent and the associated server for enabling the call agent to access the call agent profile to dynamically route call agents to servers corresponding to received identification information for the call agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer-telephony integration (CTI) system for enabling a call agent to login to one or more call agent profiles within the CTI system, the CTI system comprising:
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one or more processors; a communication network; and a non-transitory computer-readable memory communicatively coupled to the one or more processors and the communication network, and storing thereon instructions that, when executed by the one or more processors, cause the CTI system to; for each of a plurality of call agents, receive, via the communication network, identification information for enabling the respective call agent to login to a call agent profile of a plurality of call agent profiles via a server from a plurality of servers and an associated indication of the server for enabling the respective call agent to login to the call agent profile; receive, via the communication network, the identification information from a call agent of the plurality of call agents; determine that the identification information from the call agent corresponds to one of the plurality of call agent profiles; retrieve the indication of the server associated with the call agent profile; and establish a communication link between a contact center device for the call agent and the associated server for enabling the call agent to access the call agent profile to dynamically route call agents to servers corresponding to received identification information for the call agents. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification