公开(公告)号：WO2017189454A1

公开(公告)日：2017-11-02

申请号：PCT/US2017/029194

申请日：2017-04-24

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： N. SUNDAR, Arun ,  MADHAVAN, Vinod, Natakala ,  KS KUMAR, Vishwa

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04M3/5141 ,  H04M3/2218 ,  H04M3/42068 ,  H04M3/42263 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/58 ,  H04M2203/5018

Abstract: A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.

Abstract translation: 一种方法具有以下步骤：用于在网络中实现的呼叫中心处接收来自呼叫者的使用第一启用电话的设备的第一呼叫，将所接收的第一呼叫连接到呼叫中心中的代理， 在呼叫中心的数据储存库中创建并存储将呼叫者的身份或呼叫者的设备与第一呼叫所连接的代理相关联的实况呼叫记录，在第一呼叫有效时接收第二呼叫 从同一呼叫者使用第二启用电话的设备查询数据储存库并发现实况呼叫记录，将第二呼叫路由到与第一呼叫路由到的同一代理并终止第一呼叫，但是离开实况呼叫 记录在原地。