公开(公告)号：US20160360038A1

公开(公告)日：2016-12-08

申请号：US14731580

申请日：2015-06-05

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger ,  Gregory J. Bjornberg ,  Steven W. Statham

IPC: H04M3/51 ,  H04M3/56 ,  H04M7/12 ,  H04L5/14

CPC classification number: H04M3/5166 ,  H04L5/14 ,  H04M3/523 ,  H04M7/128 ,  H04M2203/609

Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

Abstract translation: 服务提供商网络中的网络设备从呼叫者接收到与客户相关联的电话号码的来电。 网络设备向呼叫应用对应于客户的交互式语音响应（IVR）脚本，并确定呼叫者想要与代理人通话。 网络设备在网络设备和客户的自动呼叫分配器（ACD）之间建立安全的双工通信信道。 安全双工通信信道专用于管理来电。 网络设备通过安全双工通信信道向ACD通知呼叫所需的代理，并且经由安全双工通信信道接收来自ACD的指令来管理来话呼叫。

公开(公告)号：US09712674B2

公开(公告)日：2017-07-18

申请号：US14731580

申请日：2015-06-05

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger ,  Gregory J. Bjornberg ,  Steven W. Statham

IPC: H04M3/51 ,  H04L5/14 ,  H04M3/523 ,  H04M7/12

CPC classification number: H04M3/5166 ,  H04L5/14 ,  H04M3/523 ,  H04M7/128 ,  H04M2203/609

Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.