CALL TRANSFERS FOR WEB-DELIVERED CALLS

• US 20140344169A1
• Filed: 05/15/2013
• Published: 11/20/2014
• Est. Priority Date: 05/15/2013
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Phelps, David E., Badger, Brian S.
• Granted Patent: US 10,055,742 B2
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

Claims

1. A method performed by a computer device, the method comprising:

providing, by the computer device, a first agent interface to a first contact center agent handling a Web Real-Time Communication call;

receiving, by the computer device, a transfer request from the first contact center agent via the first interface;

sending, by the computer device, an instruction, to a contact center services system, to transfer the Web Real-Time Communication call to a second contact center agent;

receiving, by the computer device, from the contact center services system, an indication that a connection has been made with the second contact center agent; and

providing, by the computer device, a second agent interface to the second contact center agent, in response to receiving the indication that the connection has been made with the second contact center agent.

2. The method of claim 1, wherein the first agent interface includes one or more of:

information relating to a caller associated with the Web Real-Time Communication call;

information relating to a reason for the Web Real-Time Communication call;

information relating to statistics associated with the Web Real-Time Communication call;

or

information relating to transfer options available to the first contact center agent.

3. The method of claim 2, wherein the transfer options available to the first contact agent include:

an option to select a type of transfer;

an option to select a type of contact center agent;

or

an option to select a particular contact center agent.

4. The method of claim 1, wherein the transfer request includes one or more of:

a Uniform Resource Identifier associated with the Web Real-Time Communication call;

call context information associated with the Web Real-Time Communication call;

information identifying the first contact center agent;

information identifying the second contact center agent;

information identifying a type of agent being requested;

information identifying a transfer type associated with the transfer request;

or

information identifying an endpoint type associated with the second contact center agent.

5. The method of claim 1, wherein the first contact center agent is communicating with the contact center services system via a first Web Real-Time Communication connection and wherein the second contact center agent is communicating with the contact center services system via a second Web Real-Time Communication connection.

6. The method of claim 1, wherein the first contact center agent is communicating with the contact center services system via a Web Real-Time Communication connection and wherein the second contact center agent is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection.

7. The method of claim 1, wherein the first contact center agent is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection and wherein the second contact center agent is communicating with the contact center services system via a Web Real-Time Communication connection.

8. The method of claim 1, wherein the instruction to transfer the Web Real-Time Communication call to the second contact center agent is sent via a Web Real-Time Communication access server, and wherein the indication, from the contact center services system, that the connection has been made with the second contact center agent is received via the Web Real-Time Communication access server.

9. A computer device comprising:

logic configured to;

provide a first agent interface to a first contact center agent handling a Web Real-Time Communication call;

receive a transfer request from the first contact center agent via the first interface;

send an instruction, to a contact center services system, to transfer the Web Real-Time Communication call to a second contact center agent;

receive, from the contact center services system, an indication that a connection has been made with the second contact center agent; and

provide a second agent interface to the second contact center agent, in response to receiving the indication that the connection has been made with the second contact center agent.

10. The computer device of claim 9, wherein the first agent interface includes one or more of:

information relating to a caller associated with the Web Real-Time Communication call;

information relating to a reason for the Web Real-Time Communication call;

information relating to statistics associated with the Web Real-Time Communication call;

or

information relating to transfer options available to the first contact center agent.

11. The computer device of claim 9, wherein the transfer request includes one or more of:

a Uniform Resource Identifier associated with the Web Real-Time Communication call;

call context information associated with the Web Real-Time Communication call;

information identifying the first contact center agent;

information identifying the second contact center agent;

information identifying a type of agent being requested;

information identifying a transfer type associated with the transfer request;

or

information identifying an endpoint type associated with the second contact center agent.

12. The computer device of claim 9, wherein the first contact center agent is communicating with the contact center services system via a first Web Real-Time Communication connection and wherein the second contact center agent is communicating with the contact center services system via a second Web Real-Time Communication connection.

13. The computer device of claim 9, wherein the first contact center agent is communicating with the contact center services system via a Web Real-Time Communication connection and wherein the second contact center agent is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection.

14. The computer device of claim 9, wherein the first contact center agent is communicating with the contact center services system via either a Voice over Internet Protocol connection or a Time Division Multiplexing connection and wherein the second contact center agent is communicating with the contact center services system via a Web Real-Time Communication connection.

15. The computer device of claim 9, wherein the logic is further configured to send the instruction to transfer the Web Real-Time Communication call to the second contact center agent via a Web Real-Time Communication access server, and wherein the logic is further configured to receive the indication, that the connection has been made with the second contact center agent, via the Web Real-Time Communication access server.

16. A system comprising:

a contact center services system configured to;

connect a Web Real-Time Communication call to a first contact center agent; and

a server device configured to;

provide a first interface to the first contact center agent;

receive a transfer request from the first contact center agent via the first interface; and

send an instruction, to the contact center services system, to transfer the Web Real-Time Communication call to a second contact center agent, in response to receiving the transfer request;

wherein the contact center services system is further configured to;

connect the Web Real-Time Communication call with the second contact center agent based on the received instruction; and

provide, to the server device, an indication that the connection with the second contact center agent has been made; and

wherein the server device is further configured to;

provide a second agent interface to the second contact center agent, in response to receiving the indication that the connection has been made with the second contact center agent.

17. The system of claim 16, further comprising:

a Web Real-Time Communication access server configured to;

receive the instruction to transfer the Web Real-Time Communication call to a second contact center agent from the server device; and

forward the received instruction to the contact center services system via a Web Real-Time Communication backend device.

18. The system of claim 16, further comprising:

a Web Real-Time backend device configured to;

receive the indication, that the connection with the second contact center agent has been made, from the contact center services system; and

forward the received indication to the server device via a Web Real-Time Communication access server.

19. The system of claim 16, wherein the first agent interface includes one or more of:

information relating to a caller associated with the Web Real-Time Communication call;

information relating to a reason for the Web Real-Time Communication call;

information relating to statistics associated with the Web Real-Time Communication call;

or

information relating to transfer options available to the first contact center agent.

20. The system of claim 16, wherein the transfer request includes one or more of:

a Uniform Resource Identifier associated with the Web Real-Time Communication call;

call context information associated with the Web Real-Time Communication call;

information identifying the first contact center agent;

information identifying the second contact center agent;

information identifying a type of agent being requested;

information identifying a transfer type associated with the transfer request;

or

information identifying an endpoint type associated with the second contact center agent.