EP0633685A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
Method and system for transferring calls and call-related data between a plurality of call centers
Assignee: eTalk Corp
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Filing: 1994-07-07
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Granted: —
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Expires: 2014-07-07
Abstract
Abstract This invention permits transferring calls along with data that identifies, for example, the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers (50,71). The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network (84) to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor or similar routing device to route the voice component to an available customer service representative. The routing device then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.
Inventors
- 👤 Michael J. Maloney
- 👤 Bruce Lewis Hitson
- 👤 David Thompson Mccalmont
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-11-04 13:08
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/523; H04M3/5237; H04M3/58; H04M2201/00; H04M2201/38; H04M3/42314; H04M3/42323; H04M7/00; H04M7/009
Claims Analysis
Total Claims: 13
Claim 1
Independent Claim
461 words
A system for transferring a voice component and a predetermined aspect of a related data component of a call from a first workstation of a first call center to a second workstation of a second call center, comprising: a first call distribution circuit within a first call center for first receiving a call comprising a voice component and then distributing said voice component within said first call center; a first contact control server within said first call center and associated with said first call distribution circuit for generating a data component related to said voice component; a first workstation associated with said first contact control server for receiving said voice component and said data component, said first workstation comprising a first set of control instructions for controlling said voice component and said data component and generating from said data component a transfer screen; a second call distribution circuit within a second call center for receiving said voice component from said first call distribution circuit and distributing said voice component within said second call center; a first communication path for transferring said voice component between said second call distribution circuit and said first call distribution circuit; a second contact control server within said second call center and associated with said second call distribution circuit for receiving said data transfer screen; a second communication path for transferring said data transfer screen between said second contact control server and said first contact control server; a second workstation within said second call center and associated with said second contact control server for receiving said voice component and said transfer screen; transfer initiating instructions within said first set of control instructions for initiating a transfer instruction to transfer said voice component and said transfer screen from said first workstation to said second workstation; transfer instructions within said first contact control server for responding to said transfer initiating instruction, said transfer instructions comprising: voice component directing instructions for directing said voice component through said first call distribution circuit and said first communication path to said second call distribution circuit and further to said second workstation, voice identifier generating instructions for generating a voice identifier for relating said voice component with said transfer screen and further directing said voice identifier along with said voice component on said first communication path to said second call distribution circuit, and transfer screen directing instructions for directing said transfer screen along with said voice identifier on said second communication path to said second contact control server; and receiving instructions within said second contact control server for receiving said transfer screen and said voice identifier from said first contact control server, relating said voice component and said transfer screen using said voice identifier, and transferring said related transfer screen to said second workstation.
Claim 2
Dependent Claim
45 words
The system of Claim 1, further comprising a second set of control instructions within said second workstation for controlling said voice component and said transfer screen, said second set of control instructions further for receiving and controlling said related voice component and said transfer screen.
Claim 3
Dependent Claim
26 words
The system of Claim 1, wherein said call distribution circuit further comprises circuitry and instructions for automatically identifying a call identifier upon initially receiving said call.
Claim 4
Dependent Claim
25 words
The system of Claim 1, wherein said first communication path comprises a public switching network between said first call center and said second call center.
Claim 5
Dependent Claim
24 words
The system of Claim 1, wherein said first communication path comprises a private network between said first call center and said second call center.
Claim 6
Dependent Claim
24 words
The system of Claim 1, wherein said first communication path comprises a tie line between said first call center and said second call center.
Claim 7
Dependent Claim
26 words
The system of Claim 1, wherein said first contact control server comprises instructions for generating said voice identifier using direct number identification service (DNIS) protocol principles.
Claim 8
Dependent Claim
22 words
The system of Claim 1, wherein said first contact control server comprises instructions for generating said voice identifier using ISDN protocol principles.
Claim 9
Dependent Claim
22 words
The system of Claim 1, further comprising a memory device associated with first said contact control server for storing said data component.
Claim 10
Dependent Claim
25 words
The system of Claim 9, further comprising a file and communication server for communicating said data component between said first workstation and said host processor.
Claim 11
Dependent Claim
21 words
The system of Claim 1, further comprising a memory device associated with said second contact server for storing said transfer screen.
Claim 12
Dependent Claim
25 words
The system of Claim 1, further comprising a file and communication server for communicating said data component between said first workstation and said host processor.
Claim 13
Independent Claim
367 words
A method for transferring a voice component and a related data component of a call from a first workstation of a first call center to a second workstation of a second call center, comprising the steps of: receiving a call comprising a voice component using a first call distribution circuit within a first call center; distributing said voice component within said first call center to a first workstation within said first call center; generating a data component related to said voice component using said first contact control server; receiving said voice component and said data component at a first workstation associated with said first contact control server; controlling said voice component and said data component using a first set of control instructions within said first workstation; generating from said data component a transfer screen; initiating a transfer instruction to transfer said voice component and said transfer screen from said first workstation to said second workstation using a set of transfer initiating instructions within said first set of control instructions; responding to said transfer initiating instruction using a set of transfer instructions within said first contact control server, said responding step comprising the steps of: directing said voice component through said first call distribution circuit and on a first communication path to a second call distribution circuit, generating a voice identifier for relating said voice component with said transfer screen and further directing said voice identifier along with said voice component on said first communication path to a second call distribution circuit, and directing said transfer screen along with said voice identifier and a voice connect message on a second communication path to a second contact control server associated with said second call distribution circuit; distributing said voice component using said second call distribution circuit within said second call center to a second workstation within said second call center; receiving said voice connect message and said voice identifier from said second call distribution circuit using a second contact control server, and said transfer screen and said voice identifier from said first contact control server; and relating said voice connect message and said transfer screen using said voice identifier, and transferring said related transfer screen to said second workstation.
References Cited (Backward Citations)
No citation records indexed.
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